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Pursuing Customer Satisfaction

Last Updated: 2024.04.05
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We solicit customer feedback to raise the levels of satisfaction offered by our products and services. In addition to periodic worldwide customer satisfaction surveys, we also collect and analyze information through our e-commerce sites and Customer Service Centers. We use this information to create better products and services for our customers.

Online Customer Satisfaction Surveys

In 2011, UNIQLO began asking customers to fill out post-purchase surveys online. These surveys cover store staff communication, conduct, and speed at the cash register, among other factors, measuring customer satisfaction. In fiscal 2023, UNIQLO businesses in 25 countries and regions collected nearly 1.1 million comments from customers. This feedback indicated a customer satisfaction level of 88%.

Customer Satisfaction Survey (UNIQLO, Fiscal 2023)

Results of the customer satisfactoin survey (UNIQLO)

Satisfied Dissatisfied Neutral Total
Fiscal 2023 970,918 34,542 99,790 1,105,250
88% 3% 9% 100%
Fiscal 2022 1,192,667 48,066 157,234 1,397,967
85% 4% 11% 100%
Fiscal 2021 2,373,144 68,679 161,032 2,602,855
91% 3% 6% 100%

Friendly Customer Centers

UNIQLO has established Customer Service Centers in every country or region where the company does business. Feedback from customers is communicated to related departments and stores for rapid response.

In Japan, UNIQLO receives comments from customers via email, telephone, chat support, and other channels. Most of this feedback relates to products, our online store, and brick-and-mortar stores. We share product-related feedback with related departments on a weekly basis, and this information is used in product development. Any complaints are given the highest priority, shared with related departments and stores, which strive to prevent any recurrence.

UNIQLO Customer Center in Japan

Using Data to Create the Best Products and Services for Our Customers

UNIQLO uses feedback received through stores, e-commerce, and Customer Service Centers to improve products and services. Certain improvements made as a result of customer feedback are published on the UNIQLO UPDATE website.

We will continue to value customer feedback, using this relationship to create clothing that enriches the lives of customers.

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