Customer Satisfaction Improvement System
We will continue aiming to achieve sustainable business growth by enhancing customer engagement and actively breaking ground in new life design fields, especially those related to telecommunications. To better understand the needs of our customers and provide more fulfilling and convenient lifestyles, we aim to further improve customer experience (CX) and provide customers with exciting experiences by expanding our life design services into areas like commerce, energy, finance and entertainment, focusing on our existing communication services.
Toward that aim, we at all departments strive to refine and connect all points of contact with the customers, working on cross-departmental improvements across au Shops, CS, My au app, communication and sound quality, products, website, rates and services. We share the progress at the CX Promotion Meeting that is held once a month, attended by top executives, to speed up the process.
Many evaluations, criticisms and comments we receive from customer questionnaires form the guidelines for our behavior. Reflecting these opinions sincerely in our business completes the cycle of offering further value to our customers.
Collecting Customer Feedback
We sincerely listen to valuable customer feedback and immediately translate it into action to continuously refine our services and quality. Based on their opinions and demands, we analyze and identify problems using the internal system that is updated daily. When prompt decision making is required, management executives and representatives of related divisions meet and discuss how to solve problems throughout the company. In order to share customer feedback with the whole company, we also have an intranet all employees can access and see their comments (excluding their personal information).
Framework for Collection of Customer Feedback
Initiatives for Customer Satisfaction
Visualization and Improvement of Customer Satisfaction in au/UQ Sales Channels
In response to diversified customer needs, in June 2021, KDDI revised the content of the questionnaire survey to customers visiting its shop so that we can confirm if they are satisfied with the service at the shop. We developed a system that enables us to confirm the survey results on the following day of the survey at the earliest.
We will work hard to improve store-front customer satisfaction and customer experience in the au sales channels throughout Japan based on survey results.
This initiative is inviting more people to choose au and UQ.
Multilingual Support Initiatives
Services are available in multiple languages at au Style shops and au Shops.
Available languages: 13 in total
(English, Chinese, Portuguese, Korean, Vietnamese, Tagalog, Spanish, French, Thai, Nepalese, Hindi, Russian and Indonesian)
|CX AWARD||KDDI holds the annual contest to praise day-to-day initiatives at au Style shops and au Shops and share good practices across all the stores|
|au Support Movies||Movies explaining how to use smartphones and popular apps in video form|
|au Smart Support||We offer a membership-based support service offering tailored support for customers using smartphones|
Initiatives for Corporate Customer Satisfaction
KDDI supports the digital transformation of its corporate customers by leveraging technologies such as 5G and IoT, and by collaborating with partner companies. We also provide one-stop services and solutions that contribute to customers' businesses on a global scale. We will continue to create new experiential value for our customers and also aim to establish new lifestyles for consumers and build a resilient future society that both supports Japan's economic development and provides solutions to social issues.
KUG: KDDI Enterprise Users' Group
KDDI Enterprise Users' Group (KUG) is an organization operated by our corporate customers. In KUG, which KDDI supports as the organizer, members from various industries gather and hold seminars, observation tours and workshops in order to interact, study and cultivate friendships.
These activities also provide opportunities for KDDI to collect opinions and feedback from members to improve services and develop new products.
Through exclusive observation tours and seminars, KUG aims to accelerate the communication between its members and KDDI.
FY2021 Activity Results
- Online seminar "Virtual tour of KDDI research atelier"
- Online seminar "KDDI solution business initiatives this fiscal year"
- Online KDDI disaster response seminar "Zutto, Motto, Tsunagu Zo, au (Connecting more and always with au)"
- Online seminar "Information security for families" ―How to deal with Internet troubles and Internet crime that you want to share with your children and family members―
- Online seminar "Co-creation in the 5G era and KDDI initiatives"
- KDDI facility tours "Shinjuku building"
- Online seminar "Business in the 5G era"
Customer Satisfaction Survey
Assessments of KDDI Services in the Corporate Market
|J.D. Power: 2021 Business Mobile Phone Service Satisfaction Study <Large Enterprise/Midsize Business Segment Divisions> ||Ranked highest in overall satisfaction
(six consecutive years)
|J.D. Power: 2021 Business Mobile Phone Service Satisfaction Study <Small and Medium Business Segment Divisions> ||Ranked highest in overall satisfaction
(two consecutive years)
|J.D. Power: 2021 Business IP Phone & Direct Line Phone Service Satisfaction Study ||Ranked highest in overall satisfaction
(nine consecutive years)
|J.D. Power: 2021 Business Network Service Satisfaction Study <Large Enterprise Business Segment Divisions> ||Ranked highest in overall satisfaction
(three consecutive years)
- Reference J.D. Power (in Japanese only): 2016-2021 Business Mobile Phone Service Satisfaction Study
A 2021 survey is based on answers from 2,482 companies with 100 or more employees. jdpower-japan.com
- Reference J.D. Power (in Japanese only): 2020-2021 Business Mobile Phone Service Satisfaction Study
A 2021 survey is based on 1,719 answers from companies with between 50 and 100 employees. jdpower-japan.com
- Reference J.D. Power (in Japanese only): 2013-2021 Business IP Phone & Direct Line Phone Service Satisfaction Study
A 2021 survey based on 1,097 answers from companies with 100 or more employees. jdpower-japan.com
- Reference J.D. Power (in Japanese only): 2019-2021 Business Network Service Satisfaction Study
A 2021 survey is based on 396 answers from companies with 1,000 or more employees. jdpower-japan.com
- Respect for Human Rights
- Supply Chain Management
- Diversity & Inclusion
- Human Resources
- Community Cooperation (in Japanese only)
- Awareness Raising and Education
- Safer and More Resilient Connected World
- Cyber Security and Privacy Protection
- Responsibility for Products and Services
- Innovation Management
- Customer Relationship Management
- Brand Management
- Initiatives outside Japan
- Stakeholder Engagement
- ESG Data (Social)