VOC (Voice of Customers) Cycle
We work to continuously improve products and services by sincerely accepting customers' voices, such as their requests and opinions, so that customers can realize a rich lifestyle through Shop Japan's products and services.
#1Listen to customers' voices
We listen to all requests and opinions that customers give us, via postcards or over the telephone. At events for interaction with users, customers and our managers and employees meet with each other and converse. We try to work closely with our customers to make thoughtful improvements.
VOC postcards/call center/interaction events with users/group interviews with customers/website review/questionnaires
#2All involved departments share and handle VOCs
In the VOC project, primarily led by the members of Communication Center, involved departments, such as the ones in charge of products, quality control, or service operations, promptly share opinions and requests that customers provide via points of contact and work to improve products and services.
#3Sharing information within the whole company
Project members inspect and review the status of the improvement of products and services. Additionally, the whole company shares customers' opinions and subsequent improvement processes by email so that all employees can be conscious of their thinking and behaviors from the standpoint of customers.
#4Verification of the effectiveness of improvements
After a product or service is improved, we verify effectiveness through various research methods. We examine whether VOCs are effectively used and utilize them in the subsequent development of products and services.