Improving customer satisfaction
Our efforts for customer satisfaction (CS) are driven by the whole Mizuho group, building on its customer-oriented approach.
Basic approach
Mizuho regards adhering to integrity–or, in other words, acting as a trusted partner by always upholding solid moral principles–as one of the values we pursue in realizing our stated purpose, which is to "Proactively innovate together with our clients for a prosperous and sustainable future." We believe that garnering customers' trust through our customer-oriented approach will lead to garnering trust from all of our stakeholders and this will underpin our sustainable growth.
Mechanisms for listening to customer feedback
At Mizuho Bank, we offer systems for customers to provide feedback, including a toll-free phone number and a feedback form on our website, in order to solicit a wide range of opinions and requests. We use this feedback to improve our products and services. Moreover, we also conduct questionnaires and other surveys so as to understand customers' needs and satisfaction levels through their evaluation of our employees/branches, products/services, impressions, etc. At our branches and the head office, we discuss, consider, and implement ideas for improvement in order to respond to customer feedback.
Responding to customer feedback
Here are some examples of initiatives introduced in response to opinions and requests received from our customers.