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 working to meet requests for contact via the Internet, etc.

Structure

We have two primary follow-up systems in place for comprehensively handling inquiries and requests from customers using SECOM’s services.

• SECOM customer service center
• 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.

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.

In 2022, we set a high target of “reaching a 96% response rate* to customer telephone calls by 2026.” Going forward, we will raise the percentages of customer contact channels other than that for telephone contact (social media, email, etc.) as we strive to deliver services that provide customers with peace of mind.

*　Response rate: percentage of calls answered, excluding disconnected calls in which the customer hung up within five seconds

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.

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.

Furthermore, questionnaire items also address the topic of whether subscribers of SECOM Home Security actually feel greater peace of mind, serving as a unique SECOM indicator for measuring the “peace of mind” score. Our goal is for 100% of our customers to feel that using SECOM has enabled them to spend their time with peace of mind.