How we pursue Customer Satisfaction (CS)

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, 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.

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 FY2023, presenter sections gathered at the head office in Japan and the audience participated in "TOTO Group CS Award" remotely by connecting to Zoom.

32 teams of the wide range of divisions were selected from the 104 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".

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, 211 fairs were held in Japan and about 303,000 people visited (*) to our factory fairs.

(*) As of the end of March 2024

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.