Communication with Customers
Basic policies and structure
Basic concepts and policies
Since our founding, SECOM has flourished as a result of the support of many customers. To live up to their trust and meet their expectations, we strive to always focus on the concerns that customers face and to accommodate customer requests as promptly as possible. In addition, we believe that one of our most important missions is to keep improving our services and devices, while also developing new systems and products, using feedback from customers through the various services that we offer.
The COVID-19 pandemic has limited our opportunities to meet customers directly. Nevertheless, we will continue to communicate with them to identify needs based on their feedback and requests, and share those needs with the relevant departments, thereby developing products from a more customer-oriented perspective and improving customer satisfaction.
In line with social changes, we are reviewing and revising our conventional approach of visiting customers directly, and considering methods to meet requests for contact via the Internet, etc.
We have two primary follow-up systems in place for comprehensively handling inquiries and requests from customers using SECOM’s services.
1) SECOM customer service center
2) Staff who specialize in promoting customer satisfaction
The SECOM customer service center handles calls from customers nationwide, 24 hours a day, 365 days a year. Customer relations staff members at our offices across Japan also visit clients to ask about any concerns they may have and propose optimized services based on changes in customers’ environments.
Furthermore, the Individual Services Development Office conducts a satisfaction survey of customers who subscribed for home security systems. The results of this survey are used to improve the quality of systems and services, the explanation of services, and administrative procedures.
Targets and results
As a guideline for improving customer satisfaction, we strive to respond to 100% of customer requests by the next business day. In particular, a large portion of these customer requests is for explanations on how to operate SECOM Home Security. SECOM aims to eliminate the need for customers to make repeated requests for such explanations. In order to achieve this goal, we are working to enhance the skills of each staff member, create instruction manuals from a customer perspective, and improve the operability of equipment.
|Targets||2017 Results||2018 Results||2019 Results|
|Respond to requests by the next business day||100%||100%||100%||100%|
|Repeated requests for explanation on how to operate SECOM Home Security (ratio of customers issuing repeated requests)||0%||5.8%||5.5%||6.1%|
SECOM customer service center
Responding to customer inquiries
The SECOM customer service center provides telephone responses to various customer requests and inquiries for SECOM systems, services, and products, as well as emergency calls regarding threats to customer property or peoples’ lives, in some cases. For that reason, the customer service center consists of staff that have had extensive experience in various fields within the SECOM Group, and their mission is to provide rapid, conscientious, customer-focused support 24 hours a day, 365 days a year.
We receive approximately 1.9 million requests and inquiries from customers every year. In addition to holding education to provide a response from a customer perspective and increase product knowledge, SECOM uses a variety of indexes to improve service quality. One example is our index for telephone response speed: “Ratio of response within 10 seconds of receiving a telephone call (response ratio within 10 seconds)” was 70.1% in fiscal 2019.
SECOM customer service center—contact points for customer inquiries
Inquiries to the SECOM customer service center and breakdown of inquiries (Fiscal 2019: 1,874,658 inquiries)
Staff who specialize in promoting customer satisfaction
Visits to customers throughout Japan by dedicated staff
To improve the services provided to subscribers, SECOM has positioned throughout Japan staff who specialize in promoting customer satisfaction. Our staff visit customers to provide useful information and quickly respond to their requests, striving to improve customer satisfaction.
Visiting customers in person enables us to accurately ascertain changes in customer needs and to sense customer expectations of SECOM, which leads to creating new services and products. Moving forward, SECOM will continue to follow up on our customers with hospitality and not only deal with troubles they experience, but respond to their day-to-day expectations.
Staff make on-site visits to subscribers and listen to requests.
Conducting a customer questionnaire
Customer questionnaire for SECOM Home Security
We conduct questionnaires on customer satisfaction to new subscribers for SECOM Home Security. The questionnaire asks customers to evaluate our services in areas such as “response by salespeople and security staff” and “ease of understanding instruction manuals and procedures.”
The responsible departments respond quickly to individual requests. Results of questionnaire analysis are provided as feedback to related departments, which are reflected in improved daily operation and enhanced service quality, including installation methods, and developing new services, etc.
The questionnaire uses an NPS* to measure the degree of trust from customers. In fiscal 2019, SECOM Home Security received a high NPS of 27.3 points from our customers.
- Net Promoter Score (NPS): An index for numerically expressing customer royalties (the degree of attachment and trust towards a brand).
Customer satisfaction questionnaire results
Note: Excluding “Uncertain” and “No reply”