YAMADA DENKI is seeking to offer a wide range of products, all at reasonable prices, with a kind and courteous customer service. The Company is working hard to satisfy customers not only at the time of purchase, but also right up to and beyond the time customers start using its products, including the after-sales services of product delivery, installation, repair, and support. The Company also listens to feedback from the sales floor and from customers to improve its service for the better.
In fiscal 2023 YAMADA DENKI set up a range of call centers, as appropriate, within the Group so that it can make the most of customer feedback. A customer help desk has been set up at the headquarters where a system has been created to listen to customer feedback and respond promptly after cooperation between relevant departments. In response to the feedback received, regular meetings are held once a month. In addition to reports on the drafting of specific improvement plans, and the status of implementation and improvement efforts being reported to executive officers, information is shared with each department at in-house company manager meetings. A call center has also been set up dedicated to repairs and various other services in an effort to improve services. Going forward, the Company will continue to collect and analyze customer feedback with the aim of further improving levels of customer satisfaction.
At our call centers, receptionists are evaluated and given feedback based on audio recordings of actual interactions with customers, using a checklist that incorporate evaluation items to improve response quality. We also provide training through feedback to improve the quality of customer service. Going forward, we will continue to work to further improve our responses, including how we collect customer feedback.
YAMADA DENKI regularly holds a “Quiet Hour” at some of its stores to ensure that all customers can enjoy shopping in a comfortable environment. The “Quiet Hour” is an initiative to adjust the in-store environment to temporarily alleviate sound overlap and light stimulation by cutting in-store background music and broadcasts and reducing lighting, in consideration of those with sensory sensitivity to sound and light. Regular implementation began in May 2023 at Tecc Land Sagamihara, was expanded to Kanagawa Prefecture in February 2024, and was carried out in 17 stores*1 as of October 2024. We will continue to expand the scope of implementation to create an environment where more customers can enjoy shopping comfortably. In addition, we have installed sanitary boxes in private men’s restrooms for customers and employees at YAMADA DENKI stores*2 nationwide. We have placed these sanitary boxes to address people who need them, such as those who require the use of pads and adult diapers due to treatment for prostate cancer, bladder cancer, or due to aging, and have trouble finding a place to dispose of used sanitary products.
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*1 LABI, excluding in-shop stores
*2 Excluding some in-shop stores
YAMADA DENKI has been updating the design of the Yamada Digital Member app since May 2020 and continues to improve app functionality to make it easier for customers to use. In the latest update, the app has been redesigned with three features making it easier to operate, easier to find what users want, and with a better design for ease of use. Going forward, the Group will continue to provide not only products that meet the needs of customers, but also digital tools that make shopping easier and more enjoyable. The Group’s e-commerce site, Yamada Web Com, was also given a facelift in April 2022. To make it easier for customers to find the products they are looking for, ways have been created to make shopping easier, including banners, information laid out in an easy-to-understand format, and rankings visibly displayed. Going forward, the Group will continue to optimize the Yamada Web Com site, from searching for products to making a purchase, and expand the range of products on offer so customers can experience the same excitement of coming across new products as they would in-store.
YAMADA DENKI has started to use a highly flexible tablet POS system for the convenience of its customers. Every salesperson has the POS capability on their device making it possible to offer even better recommendations in line with the customers’ wide ranging needs. The system has helped to reduce customer waiting times by not having to manually check inventories, and has helped facilitate everything from initial customer service through to payment.
* POS: Point Of Sale, a system that collects and analyzes data on the sale situation of products
As a way to garner customer feedback on the Group’s business and services, customers are able to give their feedback directly to the store manager by posting their opinions and suggestions in a feedback box in store. Responses to customer opinions and suggestions received at each store are put up in store giving an opportunity for employees to see what problems and issues there are.
As part of the Group’s proposal service, OTSUKA KAGU has been offering a free advice service that allows customers to easily consult with experts about their furniture and interior concerns from the comfort of their own home. Customers can easily reach us through LINE from anywhere without actually coming to the store. In this way, the Group is developing ways to assist customers, with products, interiors, and rooms, so they can lead a more comfortable life. Since the service began, the number of remote consultations has steadily increased, and as such, the Group will continue to make proposals that meet the needs of its customers.
A typical remote consultation on LINE