Creating products and services that satisfy our customers
NTT Group companies provide customers with various means for providing feedback, and uses customer suggestions and requests to improve business activities, develop services, and enhance customer satisfaction (CS).
We also work to foster a CS mindset in our employees, with each company implementing its own activities to promote CS improvement.
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Building a quality management structure
In order to improve and upgrade products and services to meet the needs of our customers, the NTT Group is building a quality management structure through implementing such initiatives as acquisition of ISO 9001 quality management certification.
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350,000 customer opinions received yearly
We have established customer consultation centers that welcome customer opinions and requests in addition to product, service, and repair inquiries. Our customers can also reach us through our website and by e-mail.
Customer consultation center
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Fostering a CS mindset in employees
We work to foster a CS mindset in our customer service staff and other employees. Each of our Group companies also implements its own activities, such as holding customer service contests, awarding commendations to employees who have contributed to CS improvement, sharing successful CS improvement case studies, and exchanging ideas with CS leaders of other companies.
NTT DOCOMO customer service contest
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Using customer feedback to upgrade services
The OCN Internet service website is equipped with a system for customers to submit opinions and requests. The feedback received is used to upgrade services, and details of the upgrades made are published on the website.
Part of OCN's website
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