Customer-oriented Approach

Basic 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.

Minako Nakamoto

"All of our business operations are aimed at acquiring customers' trust."
With this in mind, we view integrity as a basic action principle. Our customer-oriented approach means thoroughly considering what will be in customers' best interests and then pursuing this.


Identifying customer needs and expectations and utilizing them in our corporate activities

Mizuho regards the customer comments that we hear through various channels as a valuable asset in our corporate activities. We work to identify customers' diverse and constantly changing needs and expectations, improving our service quality accordingly so that we can continue to provide products and services preferred by customers. We have created a cycle whereby the current status of group companies' efforts is reported to Mizuho Financial Group for verification and consultation, leading to further improvements. 


    • Customer feedback channels

      Mizuho Bank, Mizuho Trust & Banking, and Mizuho Securities garner customer feedback through multiple channels:
    • Regular customer satisfaction surveys seeking customer views on our products, services, and recommendations, etc.
    • Call centers responding to customer opinions and requests
    • Website feedback forms and a dedicated toll-free number to gather customer opinions and requests
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