Basic Stance on Relationship with Our Clients
In driving its business activities, CTC's primary concern is to provide its clients with convenient, safe, high-quality products and services that offer them security and peace of mind; working under our Quality Policy of offering high quality services and improving customer satisfaction.
Initiatives to Improve Quality
We have established-and are operating-a quality management system based on the ISO9001 standard, as a company/group-wide mechanism to enable us to continue providing higher quality services. In addition to improving the quality of our services, by advancing our quality management efforts from a client perspective we also aim to achieve increased customer satisfaction.
SI Process System
Activities to Improve Customer Satisfaction (CS)
CTC believes it is important to listen to clients and use their feedback to improve services. Based on that approach,the CS Improvement Committee leads efforts to increase customer satisfaction.
The CS Improvement Committee runs an annual client survey to ascertain whether CTC is meeting client expectations as their business partner and to identify any potential issues.
In the fiscal 2016 survey, we asked clients about our role as their business partner, with roughly 60% of respondents replying that CTC was "irreplaceable" (ranked 4 or higher from a possible 5 levels). However, the survey also revealed that CTC has room to improve its proposal capabilities, an area we plan to strengthen going forward.
Feedback and opinions from clients are used across the Group and within specific teams to help develop remedial measures, which are then incorporated into marketing and project activities. Going forward, we will continue to work on retaining our position as an "irreplaceable" business partner and on increasing customer satisfaction.