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Customer Relationship Management

Customer Relationship Management Policy

In keeping with the spirit of “Better Products, Better Services” embedded in our Principles, in 1992 NEC formulated its “Customer Satisfaction Management (CSM) concept.” The CSM concept consists of “Significance,” “Activity System,” “Goal,” and “CS Action Plan.”

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

Medium- to Long-term Targets 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

FY2023 Goals, Progress, Achievements and Issues, and FY2024 Goals

FY2023 Goals

  1. Continue to engage in activities to improve customer satisfaction based on the voice of the customer (VoC) and in keeping with the characteristics of each business
  2. Achieve a result for the Customer Satisfaction Survey higher than the industry average (average of “Total satisfaction”) in market surveys conducted by NEC Corporation

Progress, Achievements and Issues

  1. Continued to make improvements based on the VoC and in keeping with the
    characteristics of each business
  2. Achieved a result for the Customer Satisfaction Survey higher than the industry average (average of “Total satisfaction”) in market surveys

FY2024 Goals

  1. Continue to engage in activities to improve customer engagement based on the VoC and in keeping with the characteristics of each business
  2. Achieve a result for the Customer Satisfaction Survey higher than the industry average (average of “Total satisfaction”) in market surveys conducted by NEC Corporation

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 Questionnaire.

The results of this survey, together with the details of market surveys, are reported to top management members. Furthermore, we share the findings with specific businesses’ operating divisions/units in related fields and proceed through PDCA cycles aimed at improving customer engagement. In addition, the CS Promotion Division at each Group company shares information with one another on a regular basis in an effort to improve activities across the entire Group.

Customer Satisfaction

Measures for Increasing Customer Engagement

Advancing Activities Based on Customer Feedback

NEC ensures that customers’ opinions about the Company are communicated correctly internally so that issues can be resolved to meet their expectations. In fiscal 2023, the results of statistical engagement evaluations and analysis of comments and answers by customers from the biannual NEC Customer Questionnaire were applied to relevant business areas such as sales divisions. The same feedback was also provided broadly to product divisions. In addition to providing VoC to the product divisions, we also started to confirm customer feedback via employees, enabling us to grasp their opinion of NEC products indirectly. These activities will help to make even more improvements to our products and services.

Remaining the First Choice of Customers

To create lasting relationships with our existing customers, in fiscal 2023 we continued building systems that will enable effective use of knowledge to increase our proposal capabilities and response speed to meet our customers’ strong expectations. Specifically, we increased our proposal capabilities in the DX field, where we saw particularly strong interest from customers in the NEC Customer Questionnaire, and worked to meet their expectations by running an internal education program for employees (DX Academia) throughout the year. The program was attended by over 30,000 employees, mainly from the sales division.

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 also provide an inquiry form on the NEC global website to enable customers abroad to consult with us by email.

Advertising and PR Activities

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

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 2023, there were no incidents of non-compliance concerning marketing and communications.