With Customers

Communicating with Our Customers

Food Segment

Customer Service Center

Our Customer Service Center strives to ensure customer trust and satisfaction through prompt, honest, fair and appropriate service. The center receives a wide range of inquiries regarding products and services. We use this customer feedback to develop new products and services, and improve existing ones.

Inquiries to the Customer Service Center by Subject (FYE March 2016)

Inquiries to the Customer Service Center by Subject (fiscal year ended March 2015)

Counselling Office for New Mothers

Meiji's Counselling Office for New Mothers was established approximately 40 years ago. The counseling office offers valuable advice for new mothers, family members and other persons engaged in childcare.

Breakdown of Inquiries to the Counselling Office for New Mothers by Subject (FYE March 2016)

Breakdown of Inquiries to the Counselling Office for New Mothers by Subject

Reflecting Customer Feedback to Improve Products

Chocolate Kouka Customer Feedback

You cannot tell the percentage of cocoa in the product because it is not printed on the individual packaging.

Customer Satisfaction Survey

We conduct an annual postcard questionnaire. The questionnaire postcards are sent to customers who have made inquiries to our Customer Service Center. Questions focus on satisfaction with the customer service and follow-up response received. Based on the questionnaire results, we implement improvements to ensure greater levels of customer satisfaction. For example, contacting the center is now more convenient, responses are more polite and attentive, and the time until responses has been shortened.

In stores, you do not know the bitterness level because it is not indicated on the outside box.

Pharmaceuticals Segment

We use large databases to provide information and focus on providing attentive, high-quality responses. In fiscal 2015, we introduced a text-mining tool and analyzed customer feedback in a multifaceted manner.

We respond sincerely to the valuable feedback customers provide us. We use feedback throughout the company and improve products and information services. Also, we have an outside company conduct training to enhance the call-handling skills of our personnel.

System for using customer feed back

System for using customer feed back

Breakdown of Prescription Pharmaceutical Inquiries by Subject (FYE March 2016)

Breakdown of Prescription Pharmaceutical Inquiries by Subject

Adenovirus extracorporeal diagnostic test kit
Feedback from hospital doctors about CHECK Ad

Please indicate the number of drops on the kit.

There are many different diagnostic kits, so I have to check how many drips are needed because it is not indicated on the kit.

Medical laboratory scientists said they were grateful for the improvements.

Commitment to Providing Appropriate Information

In advertising and promotional activities, our basic approach is to respect laws, regulations, and corporate ethics and use fair content and expressions to avoid false or exaggerated claims.