CSR in the OKI Group Improvement of Customer Satisfaction
Initiatives to Improve Customer Satisfaction (CS)
Constant CS Surveys on Our Products and Activities
OKI has constantly conducted CS surveys of customers in the financial industry about the OKI Group's business activities in different categories such as sales, proposal, development and maintenance since fiscal 2007. The results of such surveys are disclosed and explained to respondents individually. Any advice given by customers in this process is also fed back to OKI. The relevant business units then adopt such advice, reexamine the activities poorly evaluated by customers, decide a policy to deal with the problems, and share them with other units within the group if necessary.
Our CS survey in fiscal 2011 included a new questionnaire item about our services products such as an ATM operational support. Approximately 70 customers answered our questionnaires in 6 aspects on a zero-to-five scale. The respondents also made free comments.
Initiatives to Improve Customer Satisfaction (CS) in Production Activities
In order to ensure customer satisfaction and quality in its production activities, OKI has conducted a twice-a-year CS survey of customers of its EMS (Electronics Manufacturing Service) business since fiscal 2003. The results of such surveys are posted on the CS page of the intranet within the limits of confidentiality so that they can be used to further improve our products, services and systems. Believing that each employee's commitment to customer satisfaction is indispensable for reliable quality, we have established the CS Rules of Conduct, give education programs focusing on CS.
Furthermore, all employees involved in production and the EMS business are asked to carry cards with "MY CS-oriented Behavior Checklist" and "My Goals" when they work.
