（1）Philosophy
（2）Initiative Policy
[1] Commitment of Top Management
Based on our corporate philosophy, "Constantly considering the customer's perspective, the happiness of our customers forms the basis of all that we do", all employees from the president downwards shall ensure that FANCL is managed in a manner that embodies this philosophy.
Furthermore, in 2016, FANCL formulated our stance message of "Quality with Integrity.", in 2024, formulated our stance message of "A little joy, evey day.", clearly indicating our dedication to continue to practice management that continues to take on the challenge, think about, and ask itself whether we are reassuring our customers and making them happy, listening to the voice of each and every customer.
[2] Active Employee Initiatives (Fostering Employee Awareness and the Corporate Culture)
In order to manage the corporation based on our founding philosophy and corporate philosophy, all employees receive training on the philosophies at "FANCL College", our internal educational organization, to ensure that each and every employee is able to embody these philosophies.
[3] Coordinating the Sales Division and Quality Assurance, Customer Service, and Legal Divisions
Approximately 270,000 customer opinions received per year are entered into a database through our original "Yahoo System", and an environment has been created to allow all employees to view, tally, and analyze customer opinions at any time, reflecting this in our product development and promotion.
In addition, we have created a Department of VOC※ to promote initiatives to respond to customer opinions and requests.
In the Sales, Quality Assurance, Customer Service, and Legal Divisions, meetings are held regarding quality and safety, and information is shared periodically in collaboration.
From the perspective of consumer protection, with regards to unexpected risks, the president, who is the general supervisor based on the "Crisis Management Regulations", and the director in charge have promptly chosen a supervisor and created a company-wide committee for the creation of measures against risk and prevention of risk.
VOC stands for Voice Of Customer.
[4] Enhancing the Provision of Information to Consumers/Bi-directional Exchange of Information
Through various measures such as catalogues, FANCL website, beauty consultations by staff who have received specialized beauty training at FANCL College, supplement consultations with specialized staff such as registered dietitians and pharmacists, and through directly operated stores staffed by these specialized staff, we provides appropriate information to customers in a timely manner.
In addition, we have established a "Customer Perspective Committee" as a site for exchanging opinions with customers. Through various questionnaires and roundtable discussions, we have active discussions regarding FANCL products and services.
[5] Improvements/Development Based on Requests from Consumers/Society
FANCL strives to eliminate all the "negativities" in the world and pursue gentleness, safety, and assurance in all of our business activities. Constantly considering the customer's perspective, the happiness of our customers forms the basis of all that we do, as we improve and develop our products and services.
Against the backdrop of women's social advancement, FANCL introduced a progressive Designated Delivery Place service in 1997, ensuring customers receive their purchases whether at home or away.
Additionally, to enhance accessibility for the visually impaired and elderly, we offer the FANCL original "Touch Mark Seal," a sticker with raised bumps that allows products to be distinguished by touch.