NTT Group serves various customers, from general consumers to corporate customers, providing a broad range of products and services.
NTT Group’s main business fields, the communications and ICT industries, continue to innovate, producing new products and services. Mobile devices such as smartphones and tablets continue to evolve almost daily, giving rise to a number of new services utilizing NTT Group’s network. At the same time, with the evolution of technology and services, the amount of information needed to use them has also increased, and this has also increased opportunities for us to receive various confirmations, inquiries, feedback and requests from customers with regard to device malfunctions and questions about various fees and services.
NTT Group believes that helping eliminate customers’ concerns or doubts about the services they use and maintaining a high level of satisfaction among all customers will give rise to relationships of trust with customers and lead to the acquisition of new customers.
NTT Group companies have built a system for making operational improvements that will lead to reductions in the time taken to respond to customers, enhancing products and services, and influencing development based on the “voice” of customers received through surveys, the Customer Services Center, and other departments,. In turn, we work toward developing and providing services closely in tune with the “voice” of our customers. Specifically, we work continuously to improve our year-over-year results for the KPIs of the reduction in waiting and customer service times at DOCOMO shops, the number of improvements made based on suggestions from customers, and the response rate of our call centers, which will give rise to a positive cycle of improvement.
NTT Group will keep on making efforts to raise the level of customer satisfaction, including service quality and on-site responsiveness required by customers, in conjunction with the business operations of individual NTT Group companies.