Aiming for Higher Customer Satisfaction at the Customer Service Center

At Ajinomoto Co., Inc., the Customer Service Center responds precisely, promptly, and politely to inquiries from customers. It compiles and analyzes customer feedback, and conveys the information to relevant divisions and operational departments in order to develop better products and services. The center sends and reports the compiled customer feedback directly to each department through the issuing of the Customer Feedback Weekly Report and the utilization of the online Customer Feedback Portal, which was introduced in May 2008. After receiving this information, each department works to make improvements based on the customer comments, thereby better enabling the company to achieve even higher levels of customer satisfaction. In line with its declaration for ISO 10002 conformity¹ and resulting policies established in 2006, the company is also working on strengthening its management systems and improving the skills of its staff with the ultimate goal of creating products that more accurately meet customer needs.

Highlights of activities in fiscal 2008

Consumer concern regarding food safety remained high in fiscal 2008, along with a notable trend toward maintaining stable consumer lifestyles. As a result of growing consumer consciousness, more consumers are selecting and purchasing products made of environmentally friendly raw materials and produced under fair-trade practices and progressive labor conditions, while also considering the sustainability of food resources and their stable supply. The Customer Service Center strives to accurately explain approaches taken by the Ajinomoto Group in these regards as well as the safety of its products to each person contacting the center. By responding precisely, promptly, and politely to customer questions and comments, which are then relayed to relevant departments, the company is working to create products that are even more appreciated by customers.

Customer feedback in fiscal 2008

In fiscal 2008, the Customer Service Center received about 41,000 calls. Inquiries concerning raw materials and manufacturing methods increased slightly compared to the previous year, as a result of media coverage in September of a scandal involving the distribution of tainted rice in Japan and an incident of melamine-contaminated dairy products from China.
The Ajinomoto Group will continue to strive toward achieving the satisfaction of all customers by improving the communication capabilities of the Customer Service Center.

Content of customer contacts in fiscal 2008

Topics of inquires in fiscal 2008

Providing employees with experience at the Customer Service Center

An experienced employee covers for a colleague participating in a training program.

Employees from various departments undergo training at the Customer Service Center as a way to gain an appreciation of customer satisfaction. The training program provides employees with a chance to experience direct conversations with customers, thereby raising awareness of customers' concerns and the importance of exchanges with customers. By placing a premium on direct communication with its customers, the company will continue these efforts with the goal of becoming a company that is even more trusted by society.