Improving customer satisfaction
Our efforts for customer satisfaction (CS) are driven by the whole Mizuho Group, building on its customer- oriented approach.
Mizuho regards adhering to integrity—or, in other words, acting as a trusted partner by always upholding solid moral principles—as one of the values we pursue in realizing our stated purpose, which is to “Proactively innovate together with our clients for a prosperous and sustainable future.” We believe that garnering customers’ trust through our customer-oriented approach will lead to garnering trust from all of our stakeholders and this will underpin our sustainable growth.
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
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.
We answer customers' phone inquiries at our call centers. The opinions and requests that we receive are collected at the Customer Services Division.
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.
Incorporation of customer feedback to corporate activities
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.
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.