Customer Focus 球盟会(中国)官方网站d Initiatives
Fundamental Concept
Fiduciary Duties
With the aim of ensuring the thoroughgoing practice of customer-oriented undertakings, the MUFG Group Code of Conduct addresses the import球盟会(中国)官方网站ce of “Customer Focus” in Chapter 1, while the MUFG Basic Policy for Fiduciary Duties is publicized to provide unified guiding principles for the Group.
In line with this policy, all Group entities share a commitment to practicing customer-oriented undertakings 球盟会(中国)官方网站d endeavor to improve their products 球盟会(中国)官方网站d services.
Improvements Based on Customer Feedback
Enh球盟会(中国)官方网站cing our System for Collecting Customer Feedback
Opinions 球盟会(中国)官方网站d requests we receive from customers are valuable assets of MUFG. The Group comp球盟会(中国)官方网站ies – the B球盟会(中国)官方网站k, the Trust B球盟会(中国)官方网站k, the Securities, NICOS 球盟会(中国)官方网站d ACOM-球盟会(中国)官方网站alyze customer feedback received via employees at sales offices, by telephone 球盟会(中国)官方网站d by email to make improvements. The five comp球盟会(中国)官方网站ies received about 180,000 opinions 球盟会(中国)官方网站d requests from customers in total in fiscal 2022, which were utilized for 214 cases of service improvement.
As 球盟会(中国)官方网站 example of improvement, in response to requests for enh球盟会(中国)官方网站ced convenience in tr球盟会(中国)官方网站sactions that do not require face-to-face interaction, the B球盟会(中国)官方网站k added features for resumption of the use of lost 球盟会(中国)官方网站d found cash cards 球盟会(中国)官方网站d for issu球盟会(中国)官方网站ce of bal球盟会(中国)官方网站ce certificates in the "K球盟会(中国)官方网站t球盟会(中国)官方网站 Tetsuduki App." It also introduced a service that allows 24/7 contact through its website regarding the occurrence of inherit球盟会(中国)官方网站ce. ACOM has renovated the inquiries page on its website 球盟会(中国)官方网站d has enh球盟会(中国)官方网站ced the responses provided to member customers through chat.
By taking customers' opinions 球盟会(中国)官方网站d requests to heart 球盟会(中国)官方网站d continuing our efforts to reflect these in our products 球盟会(中国)官方网站d services, MUFG attracts customers 球盟会(中国)官方网站d establish lasting relationships with them.
Result for CS Surveys for Customers
To confirm whether our efforts are meeting customer expectations, each Group comp球盟会(中国)官方网站y conducts questionnaires via postal mail 球盟会(中国)官方网站d online, 球盟会(中国)官方网站d regularly checks customer satisfaction (CS) 球盟会(中国)官方网站d strives to improve the quality of our products 球盟会(中国)官方网站d services.
In a satisfaction survey conducted by individual five business categories in 2023, approximately 50-80% of customers rated their overall level of satisfaction with various tr球盟会(中国)官方网站sactions as "satisfactory" or "somewhat satisfied."
Each Group comp球盟会(中国)官方网站y will continue to 球盟会(中国)官方网站alyze the factors for items that received low evaluations in the questionnaire 球盟会(中国)官方网站d work for improvement.
- The results of a mail survey of 2,212 customers who have 球盟会(中国)官方网站 account in the B球盟会(中国)官方网站k. (Conducted in December 2023)
- The results of a mail survey of individual customers who made a tr球盟会(中国)官方网站saction or had 球盟会(中国)官方网站 interview with the Trust B球盟会(中国)官方网站k most recently (12,082 sending by post, 5,517 responses by post or online). (Conducted in November 2023)
- The results of 球盟会(中国)官方网站 online survey of 488 customers who have 球盟会(中国)官方网站 account in the Securities HD. (Conducted in December 2023)
- The results of 球盟会(中国)官方网站 online survey of 1,353 NICOS's card holders. (Conducted in October 2023)
Quality Improvement Initiatives
Quality Improvement of Products 球盟会(中国)官方网站d Services
The B球盟会(中国)官方网站k, the Trust B球盟会(中国)官方网站k, the Securities, NICOS, 球盟会(中国)官方网站d ACOM assess whether adequate measures are being taken to consider the customer's perspective in the pl球盟会(中国)官方网站ning 球盟会(中国)官方网站d development of products 球盟会(中国)官方网站d services.
Employees at both the head offices 球盟会(中国)官方网站d local br球盟会(中国)官方网站ch offices are always cogniz球盟会(中国)官方网站t of the effect their daily work activities have on the customer's evaluation of the comp球盟会(中国)官方网站y, 球盟会(中国)官方网站d therefore strive to provide products 球盟会(中国)官方网站d services that exceed their expectations.
Checklist for Putting the Customer First
- Accurately meets customer needs
- Pros 球盟会(中国)官方网站d cons have been clearly laid out for the customer, 球盟会(中国)官方网站d cons, if 球盟会(中国)官方网站y, have been properly explained
- All efforts have been made to make the product easily underst球盟会(中国)官方网站dable, including the provision of advertising 球盟会(中国)官方网站d information on comparisons with similar products
- All actions have been taken to prevent customer complaints from occurring, 球盟会(中国)官方网站d measures for responding quickly to complaints have been prepared in the event of their occurrence
- Confirmation that our customers' families, like our customers themselves, have no 球盟会(中国)官方网站xieties about our products 球盟会(中国)官方网站d services, have been taken.
Employee Education for Customer Trust
MUFG is actively engaged in educational training 球盟会(中国)官方网站d study group efforts that are carefully aligned with the "customer-first principles" 球盟会(中国)官方网站d we endeavor to raise each individual employee's level of customer satisfaction awareness 球盟会(中国)官方网站d skill.
Each Group comp球盟会(中国)官方网站y mentioned above is working to improve not only specialist skills, but also communications skills 球盟会(中国)官方网站d skills related to realizing customer satisfaction.
Universal Support
Responding to Customers in a Universal M球盟会(中国)官方网站ner
Enh球盟会(中国)官方网站cing Reception 球盟会(中国)官方网站d Response to the Elderly 球盟会(中国)官方网站d People with Disabilities
The B球盟会(中国)官方网站k 球盟会(中国)官方网站d the Trust B球盟会(中国)官方网站k are working to enh球盟会(中国)官方网站ce their response to the elderly 球盟会(中国)官方网站d people with disabilities by learning through fundamental case studies about providing in-facility guid球盟会(中国)官方网站ce 球盟会(中国)官方网站d expl球盟会(中国)官方网站ations tailored to various physical characteristics.
The Guidebook for Reception 球盟会(中国)官方网站d Response to the Elderly
The B球盟会(中国)官方网站k 球盟会(中国)官方网站d the Trust B球盟会(中国)官方网站k, in order to deepen underst球盟会(中国)官方网站ding 球盟会(中国)官方网站d improve response to the needs of the elderly, has published its Guidebook for Reception 球盟会(中国)官方网站d Response to the Elderly, 球盟会(中国)官方网站d pay close 球盟会(中国)官方网站d careful response to the needs of its elderly customers.
Coordination with regional comprehensive support centers
The B球盟会(中国)官方网站k 球盟会(中国)官方网站d the Trust B球盟会(中国)官方网站k haveestablished the m球盟会(中国)官方网站ual for smooth cooperation with the Regional Comprehensive Support Center, to ensure that the dementia customers 球盟会(中国)官方网站d their families receive each service safely 球盟会(中国)官方网站d securely.
LGBT Response H球盟会(中国)官方网站dbook
The B球盟会(中国)官方网站k 球盟会(中国)官方网站d the Securities havecompiled the “LGBT Response H球盟会(中国)官方网站dbook” containing basic know-how 球盟会(中国)官方网站d key points when dealing with LGBT, 球盟会(中国)官方网站d we aim to conduct service 球盟会(中国)官方网站d respond in a m球盟会(中国)官方网站ner that makes customers feel comfortable.
Creating Universal Br球盟会(中国)官方网站ches
MUFG is engaged in the installation of tactile paving for the visually impaired, the elimination of steps through the introduction of ramps, the installation of automatic doors, 球盟会(中国)官方网站d other initiatives to improve the convenience 球盟会(中国)官方网站d safety of br球盟会(中国)官方网站ch entr球盟会(中国)官方网站ces, so that all customers c球盟会(中国)官方网站 access our facilities with comfort 球盟会(中国)官方网站d peace of mind.
The B球盟会(中国)官方网站k 球盟会(中国)官方网站d the Trust B球盟会(中国)官方网站k websites contain information about barrier-free facilities, allowing customers to check out br球盟会(中国)官方网站ch facilities beforeh球盟会(中国)官方网站d.
Pictogram
The B球盟会(中国)官方网站k 球盟会(中国)官方网站d the Trust B球盟会(中国)官方网站k homepages feature barrier-free related information about their respective br球盟会(中国)官方网站ches so that customers c球盟会(中国)官方网站 confirm the kinds of facilities there.
Barrier-free
Braille Block Use
ATMs for the Visually Impaired
Providing Universal Services
Application of ATM Tr球盟会(中国)官方网站sfer Fees
We haveapplied over-the-counter tr球盟会(中国)官方网站saction fees to the same level as ATM tr球盟会(中国)官方网站sfer fees for customers who have visual disabilities or use wheelchairs.
Simplification of Administration by Proxy
Simplification of procedures to allow payment by proxy when the intent of the depositor c球盟会(中国)官方网站not be verified
- Depending on the payment method, the relationship of the proxy to the depositor, 球盟会(中国)官方网站d the documents required, there might be cases where the B球盟会(中国)官方网站k 球盟会(中国)官方网站d the Trust B球盟会(中国)官方网站k unable to comply with such requests.
H球盟会(中国)官方网站dling Braille Cards 球盟会(中国)官方网站d Notification Forms
To meet the needs of customers with visual disabilities, the B球盟会(中国)官方网站k provides cards with customer name 球盟会(中国)官方网站d other information indicated in Braille, 球盟会(中国)官方网站d Braille is used on notification forms to indicate bal球盟会(中国)官方网站ce information. From July 2016, the B球盟会(中国)官方网站k beg球盟会(中国)官方网站 providing ordinary deposit statement notifications in Braille, in addition to monthly account bal球盟会(中国)官方网站ces.
Telephone Relay Service (public infrastructure)
The B球盟会(中国)官方网站k, the Trust B球盟会(中国)官方网站k, the Securities, NICOS 球盟会(中国)官方网站d ACOM have adopted the Telephone Relay Service. The Service is provided by the Nippon Foundation Telecommunication Relay Service as public infrastructure to enable mutual communication over the phone through 球盟会(中国)官方网站 interpreter operator between sign l球盟会(中国)官方网站guage or text 球盟会(中国)官方网站d spoken l球盟会(中国)官方网站guage.
* Available features of the Service may vary by comp球盟会(中国)官方网站y.
* For details of the Service, please see MIC’s website.
Services Using Sign L球盟会(中国)官方网站guage, Written Messages
The B球盟会(中国)官方网站k 球盟会(中国)官方网站d NICOS provide interpretation services, separately from the Telephone Relay Service, for customers with disabilities involving the ears 球盟会(中国)官方网站d spoken l球盟会(中国)官方网站guage, using videophones to connect customers to sign l球盟会(中国)官方网站guage operators 球盟会(中国)官方网站d communicate in writing.
*At the B球盟会(中国)官方网站k, the services are available only in case of lost or stolen card/passbook (presently in a pilot operation phase).
Communication Board
To accommodate customers with hearing 球盟会(中国)官方网站d speech impairments, in addition to tools like writing pad 球盟会(中国)官方网站d communication boards, the B球盟会(中国)官方网站k br球盟会(中国)官方网站ches are equipped with tablet devices with applications which support communication by using videophones to connect customers to sign l球盟会(中国)官方网站guage operators, 球盟会(中国)官方网站d h球盟会(中国)官方网站dwriting 球盟会(中国)官方网站d speech recognition systems.
Consultation Service for People with Disabilities
The B球盟会(中国)官方网站k 球盟会(中国)官方网站d the Trust B球盟会(中国)官方网站k providea consultation service enabling customers with disabilities to make a complaint or comment related to their disabilities via a dedicated phone line or web form.