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 CS Committee.
- Yahoo System
FANCL receives approximately 270,000 customer opinions per year (CY 2024 results).
Through the "Yahoo System," which gets its name from the role it plays in ensuring that customer opinions echo throughout the company, all opinions are entered in a database and can be accessed by all employees at any time. Utilizing this system, we make prompt improvements in response to various opinions regarding such elements as our products, services, and customer service. - CS Committee
CS stands for Customer Satisfaction.
Breakdown of enquiries, opinions, and requests received from customers (CY 2024)
| Content | Number of reports | Percentage of total |
|---|---|---|
|
Product consultations |
101,859 |
38.3% |
|
Online and catalogue services |
78,322 |
29.4% |
|
Subscriptions |
58,966 |
22.2% |
|
Customer service |
8,598 |
3.2% |
|
Changes to skin or physical condition |
5,303 |
2% |
|
Store services |
4,051 |
1.5% |
|
Product reports |
2,532 |
1% |
|
Other |
6,488 |
2.4% |
|
Total |
266,119 |
100% |
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.
Sessions were held in the Iijima Building and online.
Dialogue with customers: Our CS Committee
Since April in 2004, at FANCL, opinions and requests from customers regarding products, services, corporate stance, and other matters are reported weekly to executive management. On issues that require a rapid response, our President chairs a discussion group which looks into solutions. We listen to customers' opinions and share their real feelings. We are striving to speed up improvements and decision-making by elevating issues that are difficult to solve at the departmental or divisional level up to our executive managers for discussion.
