Examples of Initiatives

Role and systems of the Customer Support Center

Day-to-day consultations with customers are vitally important activities that facilitate our efforts to ensure we can provide products and services that benefit our customers. We accept inquiries from customers by phone and email and do our best to respond promptly, accurately and sincerely.

One of the important roles of the Customer Support Center is to accurately grasp the meaning of customers’ inquiries, relay the comments to related organizational units and top management, and promote concrete measures to improve products and services. The Center strives to answer inquiries in a respectful, easy-to-understand manner in order to enhance customer satisfaction.

For consultations that require direct customer visits, the Center works in coordination with marketing companies throughout Japan.

Using customer feedback to improve products

Improving clarity of instructions for removing straws and separating waste (Japan)

After receiving comments from customers who found the instructions for removing straws from their bags difficult to understand and were not sure how to classify straw covers as waste, we reviewed the information on straw bags and the main product packaging.

The instructions on bags were made clearer by using ”Push” arrows and simple text reading only ”Do not put sharp end in mouth.”

Additionally, because we saw many cases where the bag is detached before the straw is removed, we changed the text on the main package to ”Remove straw bag for disposal,” making it clearer that this text is meant to encourage proper waste separation of straw bags.