System to Reflect Customer Opinions
Customer opinions are the starting point for FANCL's growth, and we conduct various initiatives within the company, considering them to be an important element of the business. In addition to sharing information within the company via the intranet, we make an effort to make prompt improvements by discussing products and services within the FANCL Executive Committee.
Customer Perspective Committee
As evident from the words of Ikemori, the founder of FANCL, "The growth of a company is in direct proportion to how happy it makes customers," FANCL has maintained the customer first policy ever since its founding. In 2002, we have established a "Customer Perspective Committee" for the purpose of "evaluating customer service and FANCL services from the customer's perspective." The Committee's main activities involve requesting the cooperation of FANCL customers with surveys (evaluations) on in-store customer service and response to telephone inquiries, and using them to improve customer service and FANCL services.
The Customer Opinion Session is one of the initiatives conducted by the Customer Perspective Committee. At these sessions, we conduct online surveys and round-table discussions about products and services. The sessions are a valuable opportunity for us to hear customers' opinions about the future of FANCL. We will use this feedback in future FANCL product development and services.
Roundtable discussions involving members, including the president, were held at Ginza Square, with additional sessions conducted online on an ongoing basis.
Reporting customer feedback: FANCL Management Strategy Committee
We place great importance on the opinions and requests we receive from customers regarding our products, services, and corporate approach. Customer feedback collected daily in our database is reported on a monthly basis at the "FANCL Management Strategy Committee," our highest-level internal forum attended by senior management.
We have established a system that enables timely monitoring of valuable customer insights and trends. By reviewing real customer feedback, management engages in active discussion and works toward continuous improvement.
We will continue to place customer feedback at the core of our corporate activities and use it to deliver better products and services.
