For Improvement of Customer Satisfaction

Clarion endeavors, on top of efforts on technology development and improved product quality, to “improve products and services” for better customer satisfaction (CS) through enhancement of “lines of communication between customer and the company” and “feedback system within the company” of the assessed market needs.

Communication Lines with Customers

The core of the communication lines with customer is customer support. Customer Service Office deals with customers’ inquiries, requests and complaints, on nation-wide free-dial. (Number of calls in fiscal 2011 was about 55,000.) Outside of free-dial hours, inquiries per e-mails through our website are possible. The frequently asked questions are categorized and uploaded on the “Product-related FAQs (Frequently Asked Questions)” on our website. (Number of access to FAQ in fiscal 2011 was over 3 million.) The product category for which largest number of inquiries came was car-navigation systems (over 75%).

Types of Consultations/Inquiries

Types of Consultations/Inquiries

Assessment of Customer Needs and System for Feedback within the Company

We seek to accurately understand and respond to customers’ requests. We issue monthly “Customer Reports” summarizing customers’ views, and hold monthly “CS (Customer Satisfaction) Conferences in order to improve product function and sales/repair/servicing systems and to implement such improvements.

With regard to car navigation systems, many of the inquiries are on facility information (‘POI, or point of interest information) and guidance routes to destinations based on the installed maps and/or modification of such. Such inquiries are fed back to map data providers, and to be diligently checked for reflection on succeeding models.

After fiscal 2006, customer voices and the way how we address them are shared among our group companies through our Intranet.

Some examples of implemented product improvements based on the customers’ voices are, optional shutting off of HDD navigation screen, enlarged clock display, on/off of operation tones, posting on website of new streets and merging of municipalities to facilitate map updating and connection method of terrestrial digital TV tuners modelby model, description of window personnel at returning ustomer voice slip, as well as improvements on descriptions on catalogs and operation manuals.

Input/Feedback System

Input/Feedback System

Navigation Screen Data

Navigation Screen Data

Larger clock display on HDD Navigation Device

Larger clock display on HDD Navigation Device

Homepage screen

Homepage screen

Map shown on the homepage Contents of updated database

Map shown on the homepage Contents of updated database

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