How we pursue Customer Satisfaction (Domestic CS Activities)



Domestic CS Activities

Management and Use of Information from Customers

The TOTO Group regards customer satisfaction (CS) as starting point of corporate management.
The items of information collected from customers through our domestic and overseas business activities are placed under proper database management in different countries. We analyze and review this information, and then use it to improve and propose products and services in an effort to win customer satisfaction.

Survey of Customer Satisfaction

Our Customer Service Center performs various surveys to see how satisfied customers are with our services.

Result of the Survey of Customer Satisfaction

  • Rate for customers impressed with assembly of our unit bathrooms
    Regarding assembly of these unit bathroom, ratio of customers saying they
    were "very satisfied" with the assembler's service and the finished result

Sharing and Implementation of Model Activities from the Customer Perspective

FY2017 TOTO Group Meeting of Customer Satisfaction
FY2017 TOTO Group Meeting of
Customer Satisfaction
Under the slogan of "For the smiles of customers, expand the ring of implementation from each of us and cooperation with other colleagues," all the divisions in the TOTO Group promote activities for improving customer satisfaction.
In FY 2017, we held the TOTO Group Customer Satisfaction Convention and a meeting in which presentations on divisional activities, sharing practical activities including overseas Group companies in Asia, America, and Europe under nearly 100 themes for improving customer satisfaction among all the participants. These events allow us to increase CS activities from each of us of the TOTO Group and expand the ring of collaboration with other colleagues, leading to our better approach from a customer perspective.

Creating ties with customers and regions

FY2017 remolding fair at TOTO plants
FY2017 remolding fair at TOTO plants
As a member of the local community, our manufacturing sites in Japan engage in activities to create ties with customers through opening the doors of the plants.Remodeling fairs that started in FY 2009 commemorated its 10th anniversary this year. A total of 176 fairs were held at TOTO plants nationwide, attracting about 280,000 visitors. In these fairs, we provided customers with opportunities to know our products and services, demonstrated a comfortable lifestyle by remodeling, our passion for manufacturing and quality through plant tours.
By increasing contact and familiarity with customers through activities that deepen exchange with people in the local community, nearby corporations and schools, organizations, we are raising our awareness for customer satisfaction and are linking this to action that will enable us to better meet customers' expectations.