Products and Services which Reflect Our Customers' Views

Committing to provide customer solutions through our imaging, healthcare & materials, and document businesses, the Fujifilm Group engages in close communications with our wide-ranging customers, which include general consumers, corporations, and hospitals, to respond to their voices in a way that takes into account the characteristics of businesses and products.

Among our general consumer products are imaging products and healthcare products. Imaging products are experiencing rapid changes in their diversifying usage and maintenance methods as smartphones and mirrorless digital cameras spread. We received some 23,000 comments through our FY2017 customer satisfaction questionnaire survey, which targeted new customers registering with us after purchasing our products, as well as comments through the support desk as queries regarding various products. We carefully analyze such comments to gain a better understanding of our customers' needs. Another of our general consumer products is our healthcare product range, which includes supplements and cosmetics. The Customer Satisfaction Improvement Committee is working on product and service improvements based on our customers' voices. One such improvement was the development of a packet-type supplement in addition to a bottle, responding to requests stating that they would like to receive the supplement delivery through their letterboxes so that they can receive it any time of the day, rather than a courier service. After commencing such delivery of supplements into customers' letterboxes, we also received comments that the packet-type supplements were more convenient for customers to carry with them, such as on trips.

We continue improving communications for our general consumer products to respond quickly to customers' requests by fully utilizing the Internet, such as increasing the number of FAQ pages where customers can resolve problems by themselves.

For corporate customers, employees from the R&D, production, and technical departments of the respective business divisions visit customers together with maintenance staff members to better understand our customers’ business challenges through direct communication. This should enhance the “customer viewpoint” in our employees across customer business processes.

We also continue our regular requests for customer evaluations as a part of our Customer Satisfaction (CS) program. In the document business, we conducted 62,000 surveys through our User CS program in FY2017, and the follow-ups and improvements based on the survey results are now being made toward further strengthening our relationships with customers.

In our document business, Fuji Xerox has ranked No.1 in the Large/Midsize Business Segment under the 2018 Color Copier Customer Satisfaction Study by J.D. Power for nine years in a row, that was for the first time in the industry.(*) Uniting the whole company’s efforts, we continue responding to our customers’ expectations and requests through further CS improvement and compliance to maintain a long-term mutual trust.

* J.D. Power 2010-2018 Japan Color Copier Customer Satisfaction Studies. Study based on a total of 6,868 companies with 30 and more employees. http://jdpower-japan.com/ranking/ (in Japanese only)

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