CSR in the OKI Group Improvement of Customer Satisfaction
Initiatives to Improve Customer Satisfaction (CS)
Customer Comments for Feedback on Product Development
OKI Data operates our printers business. For customers to be consistently satisfied when using its products, it collects customer satisfaction surveys and failure information each month globally. The customer desires and quality problems obtained thereby are summarized in a Customer Service Feedback Request Form, and a Customer Service Feedback Checklist. These are shared with each stage of new product development, as we work to use this feedback to make better products. In fiscal 2012, we also began visiting overseas sales subsidiaries and agencies, to directly collect product requests and customer comments.
And in Japan, about 300 to 500 customers who registered as buyers of the COREFIDO series LED printers launched in 2009 submit survey forms on why they bought the printer, its performance, ease of use, etc. Those results are used when developing new products of the series.
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.