Improving customer satisfaction

Our efforts for customer satisfaction (CS) are driven by the whole Mizuho Group, building on its customer-oriented approach.

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

In order to hear opinions and requests from a wide variety of customers regarding product and service improvement, Mizuho Bank, Mizuho Trust & Banking and Mizuho Securities have developed a system to capture direct customer feedback through various channels including a dedicated toll-free number, website feedback forms and our branch offices nationwide. We also conduct regular questionnaire surveys to solicit customer views on our employees, branches, products, services and image.
Customer feedback thus obtained informs our offices and headquarters in examining, developing and implementing plans for improvement.

In FY2024, Mizuho Bank collected over 76,000 opinions and requests from customers. We have developed a mechanism to visualize and share those views with offices and headquarters through a centralized management system. Customer feedback is processed at the headquarters for prompt and proper identification of issues and needs for improvement, thus ensuring steady progress in consideration and consultation on concrete improvement measures.

We also perform periodical reviews to examine whether our response genuinely addresses customer feedback, including through discussions involving management. The discussed agenda and progress in improvements are shared and followed up on group-wide, as part of our efforts for ongoing product and service improvement through a customer-centered PDCA cycle.

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.

Initiatives taken by group companies

Mizuho Bank：Improving customer satisfaction (Japanese text only)

MizuhoTrust & Banking：Improving customer satisfaction (Japanese text only)

Mizuho Securities：Improving customer satisfaction (Japanese text only)

Initiatives for Barrier-Free and Universal Design

Banks that anyone can use conveniently

Mizuho Bank has been promoting barrier-free interiors and universal design projects. We are engaging in further barrier-free and universal design initiatives from three aspects: facility-related initiatives covering branches, facilities, and equipment; service-related initiatives covering customer forms and documents as well as Internet content; and psychological initiatives involving education and training to improve customer relations skills. Additionally, we display service marks on our website of branch information and at branch entrances to let customers know the status of each branch with regard to these initiatives.

Mizuho Trust & Banking and Mizuho Securities have been moving forward with activities to promote barrier-free interiors and universal design projects in accordance with their business and customer characteristics.

Facility-related initiatives

Tackling improvements based on its own original specifications

Using the Tokyo Metropolitan Government's Barrier-Free Building Ordinance as a reference, MHBK has drawn up its own "Branch Improvement Standards" and is adopting universal design principles for its branch facilities. These standards have established eight priority items known as the "Eight Basic Specs." Improvements have been completed for all branch facilities for four of the eight specifications.

Eight Basic Specs: Adoption Rates (Work completed at 457 manned branches as of March 31, 2025)

^* The total does not include branches where these facilities are not required, such as single-story branches.

Using Mizuho Bank's branch improvement standards as a reference, Mizuho Trust & Banking has drawn up the Mizuho Trust & Banking Heartful Branch Improvement Standards and is advancing initiatives in accordance with factors, such as branch layouts, on the basis of those standards. Mizuho Securities is likewise making progress with initiatives geared toward its branch layouts.

Introduction of automated external defibrillators (AEDs)

Automated external defibrillators (AEDs) are installed at all Mizuho Bank, Mizuho Trust & Banking (excluding some sub-branches), and Mizuho Securities sales branches, and first-aid training programs are conducted from time to time for employees that include explanations on how to use an AED.

Service-related initiatives

Progress in introducing people-friendly tools

In addition to providing the means by which to use a range of services, such as telephone banking and Internet banking, that utilize and give consideration to users of text-to-speech software, Mizuho Bank has made available tools and services that assist smooth communications with customers, including those with visual or hearing disabilities and foreign nationals. Mizuho Bank is also constantly devising improvements to make its forms and documents as well as ATMs easier for customers to use.

ATM screens that show Universal Design considerations

When upgrading its ATM screens, Mizuho Bank bases the changes on opinions gained from customers and incorporates universal design elements, such as in the screen layout and color configuration. As a result of its initiatives, Mizuho Bank obtained the finance industry's first "authenticated verification of ease of usage" from the user research organization Jitsuken. Following on from these initiatives, Mizuho Bank is making ongoing improvements on its ATM screens based on customer feedback.

Conscientiously serving the needs of customers with disabilities

Mizuho Bank and Mizuho Trust & Banking regulations now formally specify that customers with visual or other impairments must be assisted in completing procedures at service counters by having Mizuho staff read or write on their behalf.

We also ensure that visually-disabled customers, who find it difficult to use ATM for transfers, and customers using wheelchairs, are provided the same transfer fee as when using an ATM when making transfers at our service counters. (In some cases, the customer's physical disability certificate may be verified at the time of the transaction.)

Human-centered initiatives

Efforts to improve responsiveness to customers

Aiming to be a financial institution providing satisfaction to a wide range of customers, we are seeking to deepen our understanding of, and improve our hospitality and responsiveness for customers including the elderly customers and customers with disabilities.

Promotion of certifications and qualifications

Training of Dementia Supporters

We run a Dementia Supporter training course as part of joint group-wide onboarding for new graduates and tellers/receptionists to ensure that our staff adequately respond to the needs of customers from day one.

We have over 25,000 dementia supporters group-wide as at the end of March 2025.

Promotion of qualification as Care Fitters

We encourage our staff to obtain the qualification as "Care Fitter," with practical knowledge and skills to provide adequate care for the elderly customers and customers with disabilities.

Manuals and training

In order to help our staff gain more expertise, we are working with external specialized institutions to prepare booklets outlining how to treat the elderly customers and customers with disabilities along with relevant good practices. Those manuals are shared with all of our staff at sales branches for on-site training and better services.

We also conduct annual training sessions to better meet the needs of customers by promoting understanding of the Act for Eliminating Discrimination against Persons with Disabilities, providing information on available services and ensuring that our staff can give due consideration when serving customers in need.