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Customer: Customer Satisfaction
The TOSHIBA TEC Group exercises its business activities, while giving top priority to providing products and services, which satisfy and please customers from their point of view.
Respecting the Voice of Customers
"We aim to provide timely products and services with reliable quality and functions as well as high user-friendliness, creating value with our customer in mind through our superior proprietary technology and in collaboration with the world's best partners." is defined in the TOSHIBA TEC Group’s Corporate Philosophy.
The TOSHIBA TEC Group exercises its business activities, while giving top priority to providing products and services, which satisfy and please customers. From this perspective, each employee needs to think and behave from the customers' point of view, by asking himself or herself what customers want and what value is important for them, to realize this ideal stance.
Customer Satisfaction Policy
The TOSHIBA TEC Group aims to deliver maximum customer satisfaction in terms of products, systems, services and communication with customers based on the "TOSHIBA Group CS * Promotion Policy" established in 2003.
"TOSHIBA Group Customer Satisfaction Promotion Policy"
We make the voice of customers the starting point for all ideas and provide products, systems and services that deliver customer satisfaction.
- We provide products, systems and services that are safe and reliable.
- We respond to requests and inquiries from customers sincerely, rapidly and appropriately.
- We value the voice of customers and endeavor to develop and improve products, systems and services to deliver customer satisfaction.
- We provide appropriate information to customers.
- We protect personal data provided by customers.
Partnership with Affiliates
TOSHIBA TEC Corporation works on improvements to increase customer satisfaction while sharing information in cooperation with TEC Engineering Corporation responsible for maintenance and service of the retail solution products, and TOSHIBA TEC Business Solutions Corporation responsible for maintenance and service of the document systems products.
Partnership with TOSHIBA Corporation
TOSHIBA TEC Corporation periodically exchanges information with the Toshiba Customer Information Center and the CS Promotion Center to improve the quality of the TOSHIBA Group’s response and support.
Improvement of the Service Quality
From fiscal 2005, TOSHIBA TEC Business Solution Corporation has been running the company-wide "Image enhancement campaign," in which the employees do their best for the customers, aiming to improve customer satisfaction in the maintenance service activities.
Every term we ask our MFP users for a questionnaire to collect the voice of customers and reflect it in the activity for customer satisfaction improvement.
For the service quality improvement, the employees strive to achieve the following objectives: "Always make greetings politely," "Explain the work report in detail to the customer," "Notify the customer of the time you visit" and "Inform the customer of the anticipated time until the recovery," that were set on the basis of the past voices of customers.
Commitment on the name tag (sticker) of customer engineers
