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, 2025.

• We've expanded access ruotes to live chat support, enabling us to provide assistance tailored to each customer's specific needs.
• 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.

Our Customer Center has earned the highest "Three Star" rating in HDI's 2025 HDI Rating Benchmark Quality Rating (Center Evaluation) survey—marking our fifth consecutive year in the Phone Support category and second consecutive year in the Email/Chat Support 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's Three Star achievement includes top ratings in three Phone Support areas (Service Structure, Response Skills, and Process/Handling Procedures) and two Email/Chat Support areas (Response Skills and Difficult Case Management).
The evaluation recognized our ability to "deliver precise, accurate support while providing reassuring, confidence-inspiring support to customers."

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.