For Customer Satisfaction
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
Sharing and Implementation of Model Activities from the Customer Perspective
The TOTO Group is engaged in CS activities across the company to satisfy customers all over the world.
TOTO Group Meeting of Customer Satisfaction
The TOTO Group holds a customer satisfaction(CS) activities presentation competition based on customers perspective called the TOTO Group Meeting of Customer Satisfaction among a wide range of divisions that include customer service divisions, manufacturing divisions, and back-office divisions to provide them opportunities to present and share their CS activity results.In fiscal year 2022, gathering at the head office and connecting sites online, we held the TOTO Group Meeting of Customer Satisfaction. Thirty-two teams were selected from 88 teams, including overseas bases, and activity examples from a wide range of departments were shared. Through the competition, we are working on further customer satisfaction improvement activities.
TOTO Group Meeting of Customer Satisfaction
CS Report System
We have a system called the CS Report System, where every one of the workers in the TOTO Group can submit and share their CS activities. By sharing outcomes of each CS activity across the company via the Intranet, we can get stimulated by fellows activities, which then leads to further customer satisfaction.
Creating ties with customers and regions
As an activity to build customer relationship, we have held the Remodeling Fair in Factory since FY 2009.We held the Remodeling Fair at the Factory for the first time in the last three years in fiscal year 2022 in consideration of preventing the spread of COVID-19. So far, 204 fairs were held in Japan and about 300,000 people visited (*).
Remodeling Fair at TOTO plants (*) As of the end of March 2023
This helped customers to know TOTO's products and services, our passion towards manufacturing, and attention to quality through a factory tour.
Also, in order to relieve customers' concerns about remodeling, Anshin 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 exchange activities with local communities, neighboring companies, and schools and groups.
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