|Customer satisfaction survey
||Since customer characteristics and business practices are quite different in each of our businesses, MHI Group does not conduct a uniform standardized customer satisfaction survey across the board. Each business unit utilizes their own optimized measurement method for Customer Relationship Management.
Thermal power systems:
Mitsubishi Hitachi Power Systems, Ltd., collects Voice of Customer (VOC) information through daily face-to-face communication. VOC information is classified into five categories (Maintainability and Operability, Consideration, Necessary Ability,
Price, and Response Speed) to identify strengths and weaknesses. We work on areas such as technology development and
Kaizen. Improvement activities based on the results of analyses are carried out on a daily basis.
In addition, the Company deploys web-based questionnaires specifically targeting overseas customers, with whom
face-to-face communication is not easy, on an annual or biannual basis. The system collects and analyzes customers'
comments on quality, price, and responsiveness of MHPS contact. The results are then used to further improve product
quality and customer service.
Mitsubishi Heavy Industries Compressor Corporation conducts a customer satisfaction survey after each meeting with
customers to gather customer feedback.
Air-Conditioning & Refrigeration:
Mitsubishi Heavy Industries Thermal Systems, Ltd., which engages B-to-C business in air-conditioners, ensures that customer input is always incorporated through the contact points set up with Internet, telephone, and so on.