Last Updated: 2011.02.28
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Our Basic Principle
The Fast Retailing Group's corporate philosophy is to approach issues from the customer perspective.
We take this into account in all of our sales-related activities, naturally including our products, sales floors, services and communications, and in management strategies from structuring management to business planning.
Toward effectively utilizing customer feedback
The Fast Retailing Group maintains a Customer Center that responds to inquiries by e-mail, phone and fax all year round. Our UNIQLO stores also distribute questionnaires on service to directly gather customer feedback.
A system is in place through which the Customer Satisfaction Department compiles these comments and promptly reports to relevant divisions and management as well as to customers when required.
Initiatives for enhancing customer service
UNIQLO carries out numerous projects to improve customer service and satisfaction. Positive customer feedback related to our stores and employees is converted into points. Every month, on the basis of this point system, stores and staff are given CS Store Awards and CS Staff Awards for providing outstanding service. In 2010, 947 employees were given the awards. We expect employees who have received the awards to continue excelling and acting as role models for others working on projects that will drive customer satisfaction forward.
In FY 2010, customer feedback indicating a need for advice on size and length from staff when shopping for jeans, chino pants and other bottoms led us to establish our Bottoms Advisor System. The system is designed to train employees so that they gain the skills and product knowledge they need to more effectively assist customers. Once trained, these advisors help customers select the right product and determine their exact size in the fitting room.
Barrier-Free Stores
All UNIQLO stores display assistance dog seals to let customers know that we are prepared to serve individuals who rely on these dogs. We also train our employees so that each and every customer will feel welcome in our stores. To better serve elderly and physically challenged customers, about 40% of our stores have ramps, specially-designed rest rooms, wide aisles and other design elements to provide easy access for all our customers.
Going forward, we plan to design stores to make them more accessible to all customers, and that means taking into consideration the shape of the buildings, the location, the leasing terms, and anything else that we can do to ensure that everyone can feel comfortable visiting UNIQLO.
