CSR Activity Report | Other Activities | Customer Response
Basic Philosophy for Customer Response
Fujifilm and its affiliates use customer satisfaction as the basis of operation, listen sincerely to customer voices and always aim for the implementation of high business quality from the customer’s point of view, all in accordance with the Fujifilm Group Charter for Corporate Behavior.
Responses to customer inquiries and complaints are recognized as matters of top priority in all of the divisions.
Responses to customers are handled from a sincere stance based on kindness, expedience, precision and fairness, and we strive to offer high-quality confidence.
Responses to customers are determined by the following three codes of behavior:
- Listen to customer stories and understand their problems.
- Understand locations, articles and facts in order to provide proper responses to customers.
- Execute promises made to customers without exception.
Always handle customer inquiries and complaints with transparency, and proactively offer useful information to customers.
Customer inquiries and complaints are received by top management and each division as unedited customer remarks, and are utilized in the development and improvement of products and services.
We adhere to relevant laws and the personal information protection policy of Fujifilm and its affiliates, and practice appropriate measures in order to safeguard customer information.
Customer Response Liaison
Show Room FUJIFILM SQUARE
Complex show room FUJIFILM SQUARE in Tokyo Midtown is composed of the FUJIFILM Photo Salon, a platform for excellent products; the Photo History Museum, where you can learn the history of photos and evolution of cameras; the Touch Fujifilm section, where you can test the latest photography-related products; and ASTALIFT Roppongi (FUJIFILM Healthcare Shop), a directly-managed store gathering healthcare products like cosmetics and supplements.
We have held over 1,400 photo exhibitions from FY2007 to FY2019, their over 7 million attendees of all ages able to enjoy various works.
We are working to ensure that our visitors and the employees of FUJIFILM SQUARE are protected and feel safe. We appreciate your cooperation in preventing the spread of novel coronavirus.
Many customers requested a variety of substantial exhibitions free of charge, and would be happy to take advantage. We will continue to endeavor for a user-friendly showroom going forward. What’s more, the opinions of the customers who visited the showroom are put into a database, to be shared with related departments and affiliates in a timely manner to use toward product and service improvements, and contributes to improvements in showroom and staff responses.
Business hours: 10:00 AM-7:00 PM no holidays (except for New Year’s)
ISO 10002: Supplier’s Declaration of Conformity
Fujifilm and two affiliates related to domestic imaging and healthcare businesses use customer satisfaction as the base of operations, and declare progress in customer responses conforming to international standard ISO 10002.
Supplier’s Declaration of Conformity
FUJIFILM Corporation and FUJIFILM Techno Service Co., Ltd., both related to domestic imaging businesses (focused on color film and digital cameras), made a supplier’s declaration of conformity*1 to international standard ISO 10002 (International Standard for Complaints Handling Management System)*2 on August 24, 2006.
And on September 30, 2008, FUJIFILM Corporation and FUJIFILM Healthcare Laboratory Co., Ltd., both related to domestic healthcare businesses, made a supplier’s declaration of conformity related to healthcare business.
The following businesses and organizations made ISO 10002 supplier’s declaration of conformity due to organizational changes made in February and June 2012.
Target businesses: Imaging, healthcare businesses
Target organizations (as of January 2019)
- FUJIFILM Corporation
- FUJIFILM Techno Service Co., Ltd.
- FUJIFILM Healthcare Laboratory Co., Ltd.
ISO 10002 will be used in the future to improve customer response quality, and promote trust-related activities in order to satisfy customers even further.
Activities to develop ‘customer-oriented’ human resources
The Fujifilm Group is encouraging employees to acquire a “Consumer Life Advisor Qualification”. This qualification is certified by the Prime Minister and the Minister of Economy, Trade and Industry for the purpose of developing human resources able to promote consumer-oriented management.
We aim to develop customer-orientation training for all employees engaged in planning, development, manufacturing, sales and support of products and services, and to further improve customer satisfaction with the Fujifilm Group.
Participants who attend the training program and obtain the qualification will acquire a wide range of knowledge related to consumer lifestyles, serve as a bridge between consumers and companies, and play an active role in product planning and manufacturing, introducing services, and improving the level of support work in the Group.As of April 1, 2020, the total number of Fujifilm Group employees who had acquired and registered this qualification was 89.
Customer Voice Use Cases
We introduce the initiatives of Fujifilm and its affiliates that actively utilize the voices of our customers toward the improvement of products and services.