• Achievements (FY2008)
• Targets (FY2009)

Toshiba Group Customer Satisfaction Policy

Adhering to the Toshiba Group Customer Satisfaction Policy established in 2003, we aim to enhance customer satisfaction (CS) through the provision of safe and innovative products, systems and services as well as through communication with customers.

Toshiba Group Customer Satisfaction Policy

We make the voice of customers the starting point for all ideas and provide products, systems and services that deliver customer satisfaction.

1. We provide products, systems and services that are safe and reliable.
2. We respond to requests and inquiries from customers sincerely, rapidly and appropriately.
3. We value the voice of customers and endeavor to develop and improve products, systems and services to deliver customer satisfaction.
4. We provide appropriate information to customers.
5. We protect personal data provided by customers.

• Toshiba Group Standards of Conduct Chapter 1 1.Customer Satisfaction

Toshiba Group's CS Promotion Cycle

• Reinforcement of Efforts related to Customer Satisfaction (CS) Survey

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CS Promotion Structure

Toshiba's CS promotion structure, established in 2003, was reorganized in 2007 by placing CS Promotion Managers Meetings under the CS Promotion Committee in order to accelerate implementation of initiatives designed to enhance customer satisfaction.

For cross-functional activities in accordance with the Toshiba Group Customer Satisfaction Policy, the following working groups (WGs) have been set up.

Customer Satisfaction (CS) Promotion Structure

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Checks and Audits on CS Promotion

Since 2007, self-audits based on the CS Promotion Checklist developed Toshiba Group have been conducted.
In 2007, the ratio of self-audit conducted was 70% which increased to 82% in 2008. The target is to achieve a ratio of 95% in 2010.

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Customer Satisfaction (CS) Survey

Toshiba Group CS Survey

Toshiba Group conducts a CS survey (also called Voice of Customer survey) for implementation of a PDCA (Plan-Do-Check-Act) cycle for continuous improvement of customer satisfaction.

Since fiscal 2005, the CS survey has been conducted Group-wide, covering individual and corporate customers to find out their views on Toshiba Group's products, prices, repair services, etc. The findings are shared among the personnel concerned, including senior executives, and executed in activities to enhance CS.

• Toshiba Group CS survey (corporate customers)
• Toshiba Group CS survey (individual customers)

Activities at Group Companies

Toshiba Solutions Corporation

In order to realize the management vision to "continually enhance customer satisfaction as the No.1 solutions partner earning the highest evaluation and trust from customers," the company conducts customer satisfaction survey every year. The valuable opinions and requests received from the customers are shared among the concerned, including the people at the managerial level. Based on this, the company is working toward the formulation and policies and measures to enhance customer satisfaction related to quality of sales activities, product, services; and the speedy execution of repair, maintenance and other support activities.
In addition, a Customer Satisfaction Improvement Committee has been formed at each business site and is responsible for executing measures to enhance customer satisfaction. Similarly, a company-wide Customer Satisfaction Improvement Committee, chaired by the president, has been set up to discuss and find solutions to problems shared by the company as a whole.

Toshiba Medical Systems Corporation

Toshiba Medical Systems Corporation (TMSC) visits customers after 3 months of the delivery of products and requests them to complete a questionnaire to clarify the extent of their satisfaction with the products they purchased.

If any dissatisfaction is indicated, TMSC endeavors to deal with the issue swiftly and as effectively as possible. Also, the issue is shared throughout the company via the intranet in order to promote measures. Before visiting a customer, TMSC sends a letter to the customer indicating that TMSC welcomes any questions and inquiries and is eager to work with the customer to enhance customer satisfaction.

Every October, which is a month designated for emphasizing quality, TMSC focuses on the enhancement of customer satisfaction and conducts events and campaigns to raise the awareness of employees about the importance of enhancing customer satisfaction. For example, during every October, TMSC divisions with the best practices for ensuring customer satisfaction are commended.