Customer Relationship Management

We will continue aiming to achieve sustainable business growth by enhancing customer engagement and actively breaking ground in new life design fields, especially those related to telecommunications. To better understand the needs of our customers and provide more fulfilling and convenient lifestyles, we aim to further improve customer experience (CX) and provide customers with exciting experiences by expanding our life design services into areas like commerce, energy, finance and entertainment, focusing on our existing communication services.
As a fundamental approach, in all departments, we strive to enhance every customer touchpoint, working on cross-departmental improvements across au Shops, Customer Service, various apps, communication and sound quality, products, websites, pricing, and services. We aim to further improve the precision and speed of these efforts through CX promotion meetings attended by top executives.
Many evaluations, criticisms and comments we receive from customer questionnaires form the guidelines for our behavior. Reflecting these opinions sincerely in our business completes the cycle of offering further value to our customers.

We sincerely listen to valuable customer feedback and immediately translate it into action to continuously refine our services and quality. Based on their opinions and demands, we analyze and identify problems using the internal system that is updated daily. When prompt decision making is required, management executives and representatives of related divisions meet and discuss how to solve problems throughout the company. In order to share customer feedback with the whole company, we also have an intranet all employees can access and see their comments (excluding their personal information).

Framework for Collection of Customer Feedback

Furthermore, we deliver our thoughts on customer feedback and examples of service improvements through the 'Improvement Activities from Customer Feedback (Action! - Getting Closer to Our Customers -)' website to our customers.

• Improvement activities based on customer feedback (in Japanese only)

KDDI supports the digital transformation of its corporate customers by leveraging technologies such as 5G and IoT, and by collaborating with partner companies. We also provide one-stop services and solutions that contribute to customers' businesses on a global scale. We will continue to offer new experiential value to our customers while contributing to the creation of a resilient future society that supports Japan's economic development and addresses social issues.