Customer Relationship Management System

NEC continuously seeks customer feedback from various points of contact and promptly reflects it in business management. As part of these efforts, we conduct the biannual NEC Customer Survey.

The results of each survey are analyzed from the perspective of customers and are reported to top management. We also share the findings with businesses’ operating divisions/units in related fields and proceed through PDCA cycles aimed at improving customer engagement. In addition, the CRM Promotion Divisions at major Group companies share information with one another on a regular basis in an effort to improve activities across the entire Group.

The significance of NEC’s existence can be measured by its continued provision of value to society through its business activities. The NEC Group is determined to serve as a company that is embraced by and essential to society. By having each employee listen to the opinions of customers and the voices of society, the company can strengthen its ability to create value while working towards solving social issues.

The value that customers and society seek and expect from NEC is constantly changing. To enable a continued response to customer expectations, NEC feels it is critical to build and maintain a relationship of trust by understanding the essential issues faced by customers and society.

From this perspective, NEC’s CS activities promote our business by looking at not only our direct customers but also our customers’ customers (consumers and citizens) and the society in which they live. NEC is engaged in CS activities with the aim of obtaining trust and positive feedback from its customers—”We want NEC to work with us again next time.”

Medium- to Long-term Goals, Priority Activities and Progress, Achievements, and Issues

Medium- to Long-term Goals, and Priority Activities

(Scope: NEC Corporation unless otherwise specified) Period: April 2021 to March 2026

Continue to be customers’ company of choice by earning their unwavering trust

FY2025 Goals, Progress, Achievements and Issues, and FY2026 Goals

FY2025 Goals

Progress, Achievement, and Issues

FY2026 Goals

Violations in Advertising and PR Activities

If there is a violation or potential violation in our advertising and PR activities, we deal with it appropriately according to the guidance of the relevant government agency. In fiscal year 2024, there were no incidents of non-compliance concerning marketing and communications.

Customer Relationship Management

Advancing Activities Based on Customer Feedback

Seeking to clarify customer expectations for NEC’s products and services and to help us respond appropriately, in fiscal year 2025 we asked customers open-ended questions on themes and areas of interest to them in the biannual NEC Customer Survey, and then used generative AI to analyze the results and apply them to related business areas such as sales and product divisions.

In addition, we expanded this survey to include customers outside Japan, and incorporated some of the same questions into surveys for seminars and other events hosted by NEC to confirm the status of customer engagement more broadly.

Remaining the First Choice of Customers

To create lasting relationships with our existing customers, in fiscal year 2025 we continued building systems that will enable effective use of in-house knowledge aligned with our customers’ expectations. We ran an internal education program for employees throughout the year to meet the expectations of customers by increasing our proposal capabilities in the DX field, where we saw particularly strong interest from customers. We have upgraded and expanded our range of knowledge to enable follow-up aligned with customer expectations based on responses to the open-ended questions included in the NEC Customer Survey.

Responsible Advertising and PR Activities

In our advertising and PR activities, we observe laws and regulations and have prepared various guidelines, such as the “NEC Visual Identity Guidelines,” the “NEC Group Advertising Activity Guidelines,” and the “NEC Group Website Guidelines,” detailing points of caution in relation to design, accessibility, and production.

Communication Utilizing Digital Technology

We communicate the NEC Group’s various initiatives on NEC’s official social media accounts and the corporate blog (NEC Stories).

Furthermore, we are also making an effort to employ fair and appropriate language and expressions in the communication of information, and we began disseminating our Social Media Policy externally well before the spread of social media.

Response to Customer Complaints and Feedback

To facilitate communication with customers, various types of contact desks have been provided for individual and corporate customers and for each type of product. Through these, we consult with customers and listen to their feedback and requests. Moreover, the NEC Customer Communication Center (“CCC”) has been established as a general contact desk in Japan to provide consultation on NEC products, systems and services.
We provide an inquiry form on the NEC global website to enable customers outside Japan to consult with us by email.