JVCKENWOOD shares comments routinely provided by customers to customer support center and service departments and the opinions/impressions of registered users with operating departments and relevant in-house departments via the in-house Intranet as necessary. This allows us to rapidly improve products/services based on voice of customer, and to enhance the product and support information provided to customers.
Utilization system of Voice of Customer
JVCKENWOOD employs a variety of methods to approach customers who have purchased our products/services and conducts customer satisfaction surveys. We have established a system that shares comments collected from customers with all managerial staff and employees so that they can be reflected in the products of the relevant operating departments.
We have also sought to improve satisfaction (CS) and product quality awareness among all employees by posting information to the in-house Intranet site (Voice of customer) and by periodically disseminating to employees an online CS/quality e-mail magazine (Quality Magazine). Sharing customer opinions through these efforts keeps employees continually aware of CS and quality as they go about their work duties.
We reflect the voices from stakeholders to our products/services through the following two surveys.
1) CS questionnaire
Once a year we conduct a CS questionnaire survey for customers who have purchased our products and completed user registration to have them assess our products. We then use these customer assessments to improve our products and satisfy still more customers.
2) Visitor questionnaire
In order to provide a pleasant experience to visitors, we ask stakeholders who visit one of our five business centers (Head Office & Yokohama Business Center, Hachioji Business Center, Hakusan Business Center, Yokosuka Business Center, or Kurihama Business Center) to complete a visitor questionnaire. The questionnaire results are shared with employees via the internal portal site every quarter. When it is considered necessary to make improvements, department leaders will be told to immediately develop and implement remedial measures. In addition, the questionnaire results and follow-up actions are reported to the Board of Executive Officers and the Board of Directors when necessary.
Thus, voice of visitor is translated into business actions to change employee attitudes, improve customer services, and make company-wide efforts to enhance quality and value.
Our customer support centers and product business departments work together, and relevant business departments review CS questionnaire results, voice of customer reports, and customer feedback from CS information exchange meetings to improve subsequent products and customer support services. We store about 15,000 customer inquiries our customer support centers and service centers receive every month in a shared database accessible by relevant departments, so they can make improvements to enhance our products and services.
In fiscal 2019, CS information exchange meetings facilitated information sharing and collaboration between sales and call center personnel in response to feedback from a car rental company concerning multi-lingual manuals for car navigation systems. As a result, international tourists coming to Japan can now use our car navigation system with peace of mind when driving a rental car. In this way, our customer support centers are working with relevant departments through CS information exchange meetings to enhance their customer support capability. Going forward, we will continue to respond to the opinions and needs of the customer to provide better products and services.
CS information exchange meeting
We have been using online communication tools to ensure that our website is easy for customers and other stakeholders to navigate, and that it provides the desired information accurately. We will aim to make more active use of the website as a tool for timely and proper disclosure of information, and to improve our online communication capabilities to meet the needs of a rapidly changing society.