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- Top Message
- CSR Management
- Corporate Governance
- NEC's Seven CSR Initiatives
- CSR Activity report
- Stakeholder Engagement
- Consistency With International Initiatives
- External Ratings and Evaluation
- Information Security Report
- CSR Archives
- Topics
- Editorial Policy
- Site Map
For Customers
Basic Policy
Since its founding in 1899, NEC has been developing a corporate culture under the motto Better Products, Better Services, in which we create products and services that are more valuable to customers, and in which every one of us understands, considers, and quickly responds to what our customers expect in order to make NEC a company that is trusted and chosen by customers.
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Framework
NEC believes that improving customer satisfaction (CS) is vital to building relationships of trust with customers.
NEC’s CS improvement activities are mainly led by Quality Promoters (QPs) (There were 1,200 QPs as of March 31, 2013.) The basic role of QPs is to examine the company’s activities from the viewpoint of customers and continually promote improvements that enhance the value of business activities.
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Surveys are not the only source of customer feedback: we also receive information from customers through a variety of organizations and activities. We have established separate specialized contact points for each key product and service where customers can ask questions, provide opinions and make requests. One of these contact points is BIGLOBE Customer Support, where we field technical inquiries concerning services,administrative procedures, settings and so forth for BIGLOBE, NEC’s Internet service provider. Another is the Aterm Information Center, which is a contact point that specializes in the usage of wireless LAN products and related technologies. From these highly specialized contact points, we strive to respond to customers based on their feedback.
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Because of its involvement with a diverse array of businesses and products, NEC has seen certain cases in which customers are unsure about who to contact. In response, we have established the NEC Customer Communication Center (CCC) as a general contact point for people experiencing these or other difficulties to consult, as well as voice their opinions or requests to NEC.
The CCC first strives to listen carefully to customers’ opinions and requests and accurately understand the nature of their inquiries. It then promptly collaborates with the relevant business divisions to solve their issues.
