Customer Satisfaction (CS)
TOTO Group Customer Policy
The TOTO Group makes efforts to assure, maintain and enhance the satisfaction of every customer by continuously offering products and services in excess of customer expectations.
Management and the Use of Information from Customers
The TOTO Group regards Customer Satisfaction (CS) as a starting point of corporate management.
Information collected from customers through our domestic and overseas business activities are placed under the proper database management in each countries. We analyze and review this information, and then use them to improve our products and services for the further Customer Satisfaction.
Activities to utilize customer's voice
Relevant departments at TOTO review the information gathered from survey post cards in show rooms, product user surveys, comments and opinions gathered at customer support centers to obtain customer feedback and improve products and services.
As for overseas, we place call centers in the US, Mainland China, and Taiwan which are our major locations. Through our support systems such as responding to various customer inquiries and taking maintenance service orders,we would like to provide better services so that our customers can use our products with even greater peace of mind.
A call center in Mainland China
･Customer Satisfaction Survey
Our Customer Service Center performs various surveys to see how customers are satisfied with our services.
Result of the Customer Satisfaction Survey
Sharing and Implementation of Model Activities from the Customer Perspective
The TOTO Group is engaged in the Customer Satisfaction activities across the company to achieve Customer Satisfaction (CS) all over the world.
･TOTO Group CS Award
TOTO Group holds "TOTO Group CS Award" to provide our employees the oppotunities to give presentation and share the achievements of CS activities based on customer perspective by the wide range of divisions such as customer service divisions, manufacturing divisions, and back-office divisions.
In the FY2024, presenter sections gathered at the head office in Japan and the audience participated in "TOTO Group CS Award" remotely connecting. 32 teams of the wide range of divisions were selected from the 114 teams including the overseas bases and shared their activities across the company. We are working hard to achieve the improvement of the further Customer Satisfaction through "TOTO Group CS Award".
TOTO Group CS Award
･CS Report System
We have a system called the "CS Report System", where every one of the employees in the TOTO Group can submit and share their CS activities. By sharing the achievements of each CS activities across the company through the Intranet, we will get inspired by the CS activities of our colleagues, which then leads to further Customer Satisfaction.
Creating bond with customers and the local communities
As an activity to build bond with customers, we have been holding "Remodeling Fair" in our factories since the FY 2009. So far, 219 fairs were held in Japan and about 308,000 people visited (*) to our factory fairs. (*) As of the end of March 2025
This helped customers to know TOTO's products and services, our passion towards manufacturing, and commitment for quality through a factory tour,etc.
Also, in order to relieve the concerns from customers about remodeling, "ANSHIN (means "peace of mind" in Japanese) remodeling consultation desk" provide customers with information and examples on remodeling.
We would like to increase CS awareness to encourage employees to meet customers expectations through exchanging activities with local communities, neighboring companies, schools and groups.
Remodeling Fair at TOTO plants
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