CSR in the OKI Group Improvement of Customer Satisfaction
Initiatives to Improve Customer Satisfaction (CS)
Continuously Conducting CS Surveys on Our Products and Activities
OKI has conducted CS surveys of its customers in the financial industry about different aspects of the OKI Group's business activities, including products in general, sales, proposals, development and maintenance, since fiscal 2007. During the survey conducted in fiscal 2008, we asked the respondents, representatives of approximately 40 customers, to answer various questions in seven categories on a scale of one to five. We also asked them to write their opinions and comments as they liked.
The results of each survey is disclosed to all respondents with our explanation. If we obtain any opinions from customers at this stage, we feed them back to the OKI Group. Based on the results of the survey and feedback from customers, we understand our weakness and examine what to be done in the future by each business unit. If there are any common problems, solutions to them are shared among all relevant business units within the group.
Opinions from Customers Reflected in Product Development
OKI Data manufactures and distributes printers. The company believes that one of the most important jobs of its CS division is to make its customers choose OKI printer as their second printers. In other words, it means to offer satisfaction continuously to customers. In this context, the company has conducted surveys in order to improve CS. The main purposes of these surveys are to understand what customers demand and reflect their opinions in the development of new products. More specifically it conducts global CS surveys on a monthly basis, collects data on failure rates, on-site services and etc.
Requests from customers and quality problems found through the these surveys are described in a document called "CS Feedback Request," and shared among people involved in the development of new products through meetings. They aim at achieving a feedback rate (a rate of customer opinions that are reflected in new products) of 80%, and check any product being developed if it meets customer needs at each stage of product development.
The A3 color page printers launched in October 2008, C810dn and C830dn, feature compact sizes, low running costs, and simple structures that help decrease chances of paper jams. They were developed by reflecting opinions and requests from customers as shown below.
Request from Customers About Color Printers
