Customer Relationship Management

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.

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

• Improvement Initiatives (in Japanese only)
• Examples of Service Improvement (in Japanese Only)

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.