Improvement in the quality of call center service

To reflect the opinions, requests and counsel of its customers in its business operations, JACCS collects the customer feedback it receives in a database. With regard to the matters raised by customers, in cases where improvements or corrective measures are necessary, the Company maintains a system under which it promptly investigates and responds.
Information on customer opinions and requests received by JACCS as well as the results of the Company’s responses are aggregated into a unified database, and the Company works to share this information within its organization.

The following is a typical example of an improvement made in the fiscal year ended March 31, 2026.

• We have renewed our online service for handling various procedures after concluding a shopping credit (loan) agreement, enabling you to check your contract details, outstanding balance, early lump-sum repayment amount, and other information in real time on the web.
• We've enhanced our FAQ section on the customer support page and strengthened its integration with live chat and email inquiries, making it easier for customers to reach us through channels beyond phone support.

At our Customer Center, in the “Quality Rating (Center Evaluation)” survey of the “2026 HDI Benchmarking” hosted by HDI, we received the highest rating of “Three Stars” for the sixth consecutive year in the telephone category and for the third consecutive year in the email and chat category.
The HDI Rating Benchmark is an evaluation program with four rating levels—3 stars being the highest and no stars the lowest. The evaluations utilize criteria based on HDI’s international standard, under which judges carry out evaluations from a customer perspective. The Quality Rating section is assessed using five criteria types—service organization, communication, response skill, process/response handling procedures, and dealing with difficulties.
JACCS Customer Center, which has earned the "Three Stars" rating, received the highest evaluation in four categories within the telephone division: "Service Structure," "Response Skills," "Process/Response Procedures," and "Difficult Interactions."
The center has been recognized for "providing customers with a sense of security and high trust through concise and accurate proposals," among other commendable qualities.

In the future, JACCS will continue striving to provide services that are safe, secure and offer a high level of convenience, while putting the trust and confidence of our customers first.