Aiming to enhance Customer Satisfaction

Our Concept of Customer Satisfaction

At FUJIFILM Business Innovation, we believe customer satisfaction is the starting point for all corporate activity. Knowing what customers want and expect is essential to raising customer satisfaction. That is why we place so much value on interactive communication with our customers.
All of us—FUJIFILM Business Innovation and affiliate companies—are committed to growing and building long-term mutual trust with our customers by consistently meeting their expectations and requests. Each and every employee takes ownership in working constantly to solve customers' problems and create and provide new value through organizational and cross-functional coordination. Such dedication is found throughout our organization.

Raising customer satisfaction based on customers' opinions and feedback

Our sales representatives, customer engineers, and system engineers as well as the persons in charge in our Contact Center gather feedback from customers—their expectations, their requests, and their problems. We also conduct surveys to gauge customer satisfaction, and we apply what we learn to improve our products, services, and customer service and to address customers' management and business challenges.

Gathering customer feedback

Aiming to deepen their relationships with our customers, our sales representatives, customer engineers and Contact Center staff record customer feedback that comes to them through their daily activities. The feedback they gather includes not only complaints/claims and expectations/requests, but also various customer issues. The results are shared not only with the organizations that engage with customers but also with the development and principal office staff and others. They are useful in helping us prevent the recurrence of complaints, improve products and services, and resolve customer issues.

Gauging customer satisfaction

We ask customers to evaluate the products we provide and our sales activities. We then carry out improvements based on the results.
We strive to improve our business processes and mechanisms by regularly and continuously gauging customer satisfaction through surveys conducted by third-party organizations as well as our own surveys.
We share the results with not only sales departments, maintenance departments, which work directly with customers, but also development departments, and apply them in improving our products and services.