Responsibility to Customers
Customer-first Business Operation Policy (Summary)
Based on its vision and philosophy, Sony Financial Group pursues business operations from a customer-first perspective. Sony Financial Holdings has clarified this initiative as its customer-first business operation policy, and Sony Life, Sony Assurance and Sony Bank will each go further to establish business operation policies fine-tuned to respective activities.
The policy that Sony Financial Holdings has set as well as the policies in place at Group companies will be reviewed periodically, taking into account such factors as changes in the operating environment. In addition, Sony Financial Holdings, as a financial holding company, will confirm that the content of the customer-first business operation policy is appropriate, and will monitor the activities at Group companies, based on their policies, to ensure proper business operations. Sony Financial Holdings will offer whatever support and guidance is necessary, as required.
At the same time, Group companies will verify the status of their own initiatives on customer-first business operations and regularly report to the Board of Directors or other oversight structures and will also provide status updates on a regular basis.
Utilizing Customer Feedback
At Sony Financial Group, feedback received from its customers in various situations is compiled and analyzed by divisions in charge of promoting customer satisfaction and raising quality. This feedback is shared with each division within the Group and reported to management, and used to make recommendations on operational improvements and product and service enhancements. As a result of this approach, the Sony Financial Group's three businesses —life insurance, non-life insurance, and banking— have received high appraisals in customer satisfaction surveys conducted by outside institutions and the media. In addition, Sony Financial Group companies have worked to raise the quality of products and services to further satisfy customers.
Sony Life listens earnestly to input from its customers and uses the feedback they provide to improve its services. The company compiles and analyzes the feedback received by customers in numerous ways on a daily basis to improve its business. It also makes extensive use of this information when planning new products and setting service policies.
Sony Assurance’s Customer Response Service Department centrally manages the customer feedback received by its departments and divisions, including the Customer Service Office, and shares this information throughout the Company. When customers express dissatisfaction, we go to the root cause of that dissatisfaction and strive to make improvements. In this way, we pursue priority initiatives and report to the management team on a quarterly basis. For matters determined to be of particular importance, we promptly report the underlying details to the management team and recommend countermeasures. In addition, instructions on improvements are passed along as necessary to relevant departments and divisions, and the status of improvements is confirmed.
To heed feedback from customers and provide even better products and services, Sony Bank has been promoting VOC (Voice of Customer) activities with the aim of reﬂecting opinions and requests from customers in measures centered on the customer ofﬁce. Speciﬁc feedback and related details are available on the Voice of Customer webpage of Sony Bank’s website.