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Aiming to be a corporate group that meets customer expectations through working closely with local communities

Aiming to be a corporate group
that meets customer expectations through working closely with local communities

In Japan Post Group Management Philosophy, it is explicitly stated that the Group's aim is to "bring the happiness to customers and employees", and the Group's mission is to "contribute to the development of society and the region". Moreover, the management philosophies of Japan Post Co., Ltd., Japan Post Bank Co., Ltd., and Japan Post Insurance Co., Ltd. are set in accordance with the spirit of the Group's Management Philosophy.

Under the guidance of Japan Post Group Management Philosophy, we aim to work in unison as a corporate group to meet expectations from our customers.

Commitments to Regain Customers' Trust

To widely announce the Group's determination to reestablish itself as a genuinely customer-oriented corporate group, Japan Post Group has formulated Commitments to Regain Customers' Trust with consultation by the JP Reform Execution Committee.

Commitments to Regain Customers' Trust

[Company we commit to becoming]

We commit to become a trusted company that gives individual customers utmost cares, satisfaction, and peace of mind.

[Actions we commit to taking]

  • We will ensure that we are always customer-oriented in our business operations and will perform our work with the utmost care to deliver customer satisfaction.
  • We will carefully listen to our customers and reflect their feedback to make improvements in our services.
  • We will enhance our employees' expertise and provide our customers with accurate, clear explanations of our products and services.
  • We will comply with laws and rules to provide our customers with reliable, high-quality services.
  • We will offer products and services that can please customers and address their needs.

Further details: Japan Post Group's Commitments to Regain Customers' Trust

Launch of the JP VOICE Project: Using Feedback for Change

We launched the JP VOICE Project, which is overseen directly by the President & CEO of Japan Post Holdings, to make Group-wide use of feedback and opinions from customers and employees regarding the Group.

The project enables us to gather and centralize the feedback data that we analyze and share throughout the Group to improve our business management at all levels. Such data will encompass responses to individual Group companies' surveys on customer satisfaction (CS) and employee satisfaction (ES), which are supplemented by customer and employee feedback obtained from post office service counters and call centers, along with a variety of news coverage and social media posts.

Three Guiding Policies of the JP VOICE Project

  1. Use feedback: Pay attention to feedback from customers and employees, and reflect it in our business management
  2. Detect risk: Catch smallest changes in the feedback and implement swift, appropriate actions to fix any problems
  3. Enhance preparedness: Develop a system infrastructure and build a platform for managing the feedback and other relevant data

JP VOICE Project Flow Chart

JP VOICE Project Flow Chart

The Telephone Consultation Desk for Japan Post Insurance, etc. manned by Consumer Affairs Consultants

The Telephone Consultation Desk for Japan Post Insurance, etc. manned by Consumer Affairs Consultants

On August 17, 2020, we established the Telephone Consultation Desk for Japan Post Insurance, etc. manned by Consumer Affairs Consultants to enable our customers to directly inquire professional consultations to receive fair and impartial advices about our insurance services.
Indeed, opening the Telephone Consultation Desk is one of our efforts to regain customers' trust from the grassroots level. With the help of the Desk, we expect that our customers would feel assured when they use the services by Japan Post Insurance.

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