Customer Satisfaction

Our pursuit to create products and solutions that "contribute to the well-being of people worldwide" is a fundamental commitment to ensure that we continuously satisfy our customers' expectations. We have established the Global Consumer Marketing Sector and reorganized and widened the function of the Corporate CS Division to carry out this commitment and provide ongoing leadership and support to improve customer service in all of our markets worldwide, such as by conducting trainings at sales sites, as well as providing service support.

Customer service is a core business element for Panasonic, and the Corporate CS Division aims to create and deliver customer service that instills reliability, peace of mind, and excitement in customers. To achieve these aims, the Corporate CS Division works with sales and marketing companies in various countries and regions around the globe to carry out its activities. Developing initiatives based on the collective wisdom of our Japanese and overseas personnel, the Corporate CS Division implements them through our local CS departments, who are closest to our customers.

The Corporate CS Division is responsible for ascertaining market-level product quality information and intensifying customer feedback related to requests that strengthen Panasonic's overall global risk management and governance.

In fiscal 2013, the Corporate CS Division placed special emphasis in developing new standards and benchmarks for assessing global customer satisfaction that it can use to quantitatively compare performance across business units, markets, and products, as well as comparing its level against competitors.

We also held our global CS meeting in March 2012. Participants reached consensus on the new direction of the Corporate CS Division and confirmed that further information sharing and collaboration between the Corporate CS Division and the regional CS departments will be needed to ensure that customer service and satisfaction continue to improve on a global basis.

Enhancing our dedication to customer service and satisfaction will provide us with many business and social responsibility benefits, allowing us to ensure product quality and safety while also strengthening our activities to develop products that meet local customers' needs.

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