Improving customer satisfaction

 

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Basic approach

Since putting our customers first is the basis of our group activities, we aim to provide customers with top–level comprehensive financial services globally that satisfy their needs at all times.

In addition to acting in accordance with our basic stance towards customers, we are encouraging all employees to have self–awareness that all their activities can win customer trust and satisfaction, thereby building long–term relationships of trust that value heartfelt ties with customers.

Initiatives to be the best financial services provider

In our Vision, we at Mizuho have adopted a goal of being our customer's best financial services provider and we have put a number of initiatives in place in order to achieve this objective. Using a range of communication channels, we actively stay abreast of the constantly changing needs of our customers and strive to improve the level of services that we can offer.

Proactively making use of customer feedback

We earnestly address issues associated with customer dissatisfaction, customers' criticism, and other kinds of customer feedback and strive to quickly and appropriately respond by solving related problems. We consider such customer feedback to be an important management resource that facilitates our efforts to investigate and analyze the causes of problems, clarify the tasks that must be addressed, and implement the measures required to elevate the level of the entire group's management quality and improve the group's products and services going forward.

Systems to capture customer feedback

Customer feedback cards

At Mizuho Bank, Mizuho Trust & Banking, and Mizuho Securities, we prepare and distribute Customer Feedback Cards at a dedicated stand inside the lobby or at the front of the branches to collect customer feedback.

Further information
Implementation of the Customer First CS Policy (Mizuho Bank)

Customer satisfaction surveys

At Mizuho Bank, Mizuho Trust & Banking, and Mizuho Securities, we regularly conduct a customer satisfaction survey and use the results to improve and reinforce products and services.

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Call centers

We answer customers' phone inquiries at our call centers. The opinions and requests that we receive are collected at the Customer Services Division. In fiscal 2018, we received approximately 3,950,000 phone inquiries and requests for various referrals at Mizuho Bank, Mizuho Trust & Banking, and Mizuho Securities.

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Call centers

Special toll–free line

A special toll–free line has been established for fielding comments and requests related to Mizuho Bank, Mizuho Trust & Banking, and Mizuho Securities.

Website customer service counter

A web–based customer service counter has been established to field comments and requests related to Mizuho Bank, Mizuho Trust & Banking, and Mizuho Securities that arrive via the Internet.

Customer feedback reflected in improvement of management quality

At Mizuho Bank, we draw on the opinions expressed by customers in discussions held at branches and management level meetings, including those of the Executive Management Committee at Head Office.

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Barrier–free initiatives

In pursuit of the goal of becoming a bank that is easy for anyone to use regardless of age, gender, or disability, we are moving forward, wherever possible, with efforts to eliminate steps; widen corridors; install automatic doors, elevators, handicapped restroom facilities, and ATMs for people with visual impairment; and improve accessibility in other ways.

Accurately responding to diverse needs and expectations

To ensure that Mizuho can respond accurately to customer feedback, we are making sustained efforts to improve all group employees' awareness of customer satisfaction issues. We are implementing various measures to this end, including measures to bolster customer satisfaction training programs and to utilize group–wide customer satisfaction improvement tools. By striving to better understand the perspectives of customers, we commit to accurately responding to customers' diverse needs and expectations so that we can leverage the outstanding specialized capabilities of each of our group companies in providing products and services that ensure customer satisfaction going forward.

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