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- NTTis... Spring 2010
- Major Efforts in Improving Customer Satisfaction
Major Efforts in Improving Customer Satisfaction
In order to ensure that customers continuously use NTT's products and services, NTT Group is implementing measures to improve customer satisfaction by enhancing communication with its customers through various benefits and support services.
NTT East Corporation / NTT West Corporation /NTT DOCOMO, Inc.
NTT East Corporation
Provision of members-only content and point services
In December 2009, NTT East commenced a membership program called “FLET'S Hikari Members Club” targeted towards over seven million FLET'S Hikari users. As membership benefits, the club provides high-quality and attractive special content that can only be provided through broadband, beneficial information such as how to use the Internet, and a points program*1 in which points can be accumulated as members use FLET'S Hikari and other services. Accumulated points can be exchanged for points of affiliated companies or applied for presents such as popular digital products.
To make this program one that meets each and every customer's needs, going forward NTT will sequentially enrich its contents by incorporating FLET'S Hikari users' comments and requests.
NTT East Corporation / NTT West Corporation /NTT DOCOMO, Inc.
NTT West Corporation
Line use rate discount services for long-term commitment of continuous usage
To make FLET’S Hikari an even more user friendly service for long-term customers, NTT West is implementing a “FLET’S Motto (further more) DISCOUNT” campaign which gives discounts to line use rates (application period: February 1, 2010 ~ May 31, 2010). This campaign is targeted towards customers who have been using FLET’S Hikari for more than two consecutive years and have subscribed to “FLET’S Atto (amazing) DISCOUNT” or “FLET’S Zutto (continuous) DISCOUNT” for over two years. For those who have agreed on continuous usage of FLET’S Hikari,
this campaign offers customers discounts on line use rates for “FLET’S Hikari Next” and “FLET’S Hikari Premium” family type plans depending on the period of subscription. For two years of continuous usage, it offers a 15% discount, and for three years, a 20% discount.
Membership program for more convenient use
“CLUB NTT-West”
Utilization support (Free)
“CLUB NTT-West” also serves as a customer support desk where one can easily ask for consultation such as on convenient use of the Internet.
E-mail newsletters
By registering one’s email address, the program will introduce special Internet use information to members only.
“CLUB NTT-West” provides content and e-mail newsletter that enables one to utilize the Internet in a more enjoyable and convenient manner for those who use FLET’S Access Service and are signed up for the “CLUB NTT-West” membership. Also, its point program offers the benefit which allows members to exchange their accumulated points for attractive items.
http://www.club-ntt-west.com/cn-w/
NTT East Corporation / NTT West Corporation /NTT DOCOMO, Inc.
NTT DOCOMO, Inc.
Provision of various services and support in the event of trouble
Of the services docomo Premier Club offers, such as a point program where you can accumulate points per use and complimentary members-only privileges, we would like to introduce the “docomo Premier Club Anshin Support”.
Delivery of a handset in case of emergency with just one phone call
NTT DOCOMO offers “Mobile Phone Protection & Delivery Service” to provide better support and peace of mind for its customers. If you apply in advance, this service covers you against all kinds of emergencies, including damage by water, loss, and complete failure, and NTT DOCOMO will deliver a handset of the same model and color (a refurbished product including a new battery pack) to you, whether at a home or in an office, in just a day or two.
* Certain terms and conditions apply when subscribing and using this service. Please see NTT DOCOMO's website for details.
Monthly charge 315 yen (incl. tax)
Customer expense per use of service: 5,250 yen (incl. tax)
* docomo Points cannot be applied to monthly charges or the subscriber's expenses.
For those who are worried about battery drain
“FOMA Supplementary Charge Adapter 01” is now available.
This service is for the special provision (for free or 500 points) of a Battery Pack or FOMA Supplementary Charge Adapter 01 to docomo Premier Club members who have used the same FOMA handset for a long time. <Accepted at docomo Shops>
- Free Repair ServiceThis service makes repairs free during the three year period from the time of purchase in the event that the handset currently in use malfunctions.
- Repair Fee SupportIn the event of damage or a malfunction not covered by the warranty, you will not be charged the excess amount, even if the repair charge exceeds ¥5,000 (¥5,250 incl. tax).
- Receive Anywhere Service for Repaired Mobile PhonesRepaired items (FOMA) can be picked up at desired docomo Shops or other locations (within Japan only).
- Omakase LockIf you misplace or otherwise lose your mobile phone, it can be locked, free of charge, from a different location by just contacting NTT DOCOMO.
- Keitai-Osagashi ServiceIf you misplace or otherwise lose your mobile phone, this service allows you to search and check the approximate location of your mobile phone for up to four times a month for free.
NTT East Corporation / NTT West Corporation /NTT DOCOMO, Inc.
