Customer Focus and Initiatives
Fundamental Concept
Fiduciary Duties
With the aim of ensuring the thoroughgoing practice of customer-oriented undertakings, the MUFG Group Code of Conduct addresses the importance of “Customer Focus” in Chapter 1, while the MUFG Basic Policy for Fiduciary Duties is publicized to provide unified guiding principles for the Group.
In line with this policy, all Group entities share a commitment to practicing customer-oriented undertakings and endeavor to improve their products and services.
Improvements Based on Customer Feedback
Enhancing our System for Collecting Customer Feedback
Opinions and requests we receive from customers are valuable assets of MUFG. The Group companies – the Bank, the Trust Bank, the Securities, NICOS and ACOM-analyze customer feedback received via employees at sales offices, by telephone and by email to make improvements. The five companies received about 180,000 opinions and requests from customers in total in fiscal 2022, which were utilized for 214 cases of service improvement.
As an example of improvement, in response to requests for enhanced convenience in transactions that do not require face-to-face interaction, the Bank added features for resumption of the use of lost and found cash cards and for issuance of balance certificates in the "Kantan Tetsuduki App." It also introduced a service that allows 24/7 contact through its website regarding the occurrence of inheritance. ACOM has renovated the inquiries page on its website and has enhanced the responses provided to member customers through chat.
By taking customers' opinions and requests to heart and continuing our efforts to reflect these in our products and services, MUFG attracts customers and establish lasting relationships with them.
Result for CS Surveys for Customers
To confirm whether our efforts are meeting customer expectations, each Group company conducts questionnaires via postal mail and online, and regularly checks customer satisfaction (CS) and strives to improve the quality of our products and services.
In a satisfaction survey conducted by individual five business categories in 2022, approximately 60-70% of customers rated their overall level of satisfaction with various transactions as "satisfactory" or "somewhat satisfied."
Each Group company will continue to analyze the factors for items that received low evaluations in the questionnaire and work for improvement.
- The results of a mail survey of 2,434 customers who have an account in the Bank. (Conducted in December 2022)
- The results of a mail survey of individual customers who made a transaction or had an interview with the Trust Bank most recently (10,689 sending by post, 4,790 responses by post or online). (Conducted in November 2022)
- The results of an online survey of 466 customers who have an account in the Securities HD. (Conducted in December 2022)
- The results of an online survey of 1,340 NICOS's card holders. (Conducted in September 2022)
Quality Improvement Initiatives
Quality Improvement of Products and Services
The Bank, the Trust Bank, the Securities, NICOS, and ACOM assess whether adequate measures are being taken to consider the customer's perspective in the planning and development of products and services.
Employees at both the head offices and local branch offices are always cognizant of the effect their daily work activities have on the customer's evaluation of the company, and therefore strive to provide products and services that exceed their expectations.
Checklist for Putting the Customer First
- Accurately meets customer needs
- Pros and cons have been clearly laid out for the customer, and cons, if any, have been properly explained
- All efforts have been made to make the product easily understandable, including the provision of advertising and information on comparisons with similar products
- All actions have been taken to prevent customer complaints from occurring, and measures for responding quickly to complaints have been prepared in the event of their occurrence
- Confirmation that our customers' families, like our customers themselves, have no anxieties about our products and services, have been taken.
Employee Education for Customer Trust
MUFG is actively engaged in educational training and study group efforts that are carefully aligned with the "customer-first principles" and we endeavor to raise each individual employee's level of customer satisfaction awareness and skill.
Each Group company mentioned above is working to improve not only specialist skills, but also communications skills and skills related to realizing customer satisfaction.
Universal Support
Responding to Customers in a Universal Manner
Enhancing Reception and Response to the Elderly and People with Disabilities
The Bank and the Trust Bank are working to enhance their response to the elderly and people with disabilities by learning through fundamental case studies about providing in-facility guidance and explanations tailored to various physical characteristics.
The Guidebook for Reception and Response to the Elderly
The Bank and the Trust Bank, in order to deepen understanding and improve response to the needs of the elderly, has published its Guidebook for Reception and Response to the Elderly, and pay close and careful response to the needs of its elderly customers.
Coordination with regional comprehensive support centers
The Bank and the Trust Bank have established the manual for smooth cooperation with the Regional Comprehensive Support Center, to ensure that the dementia customers and their families receive each service safely and securely.
LGBT Response Handbook
The Bank and the Securities have compiled the “LGBT Response Handbook” containing basic know-how and key points when dealing with LGBT, and we aim to conduct service and respond in a manner that makes customers feel comfortable.
Creating Universal Branches
MUFG is engaged in the installation of tactile paving for the visually impaired, the elimination of steps through the introduction of ramps, the installation of automatic doors, and other initiatives to improve the convenience and safety of branch entrances, so that all customers can access our facilities with comfort and peace of mind.
The Bank and the Trust Bank websites contain information about barrier-free facilities, allowing customers to check out branch facilities beforehand.
Pictogram
The Bank and the Trust Bank homepages feature barrier-free related information about their respective branches so that customers can confirm the kinds of facilities there.
Barrier-free
Braille Block Use
ATMs for the Visually Impaired
Providing Universal Services
Application of ATM Transfer Fees
We have applied over-the-counter transaction fees to the same level as ATM transfer fees for customers who have visual disabilities or use wheelchairs.
Simplification of Administration by Proxy
Simplification of procedures to allow payment by proxy when the intent of the depositor cannot be verified
- Depending on the payment method, the relationship of the proxy to the depositor, and the documents required, there might be cases where the Bank and the Trust Bank unable to comply with such requests.
Handling Braille Cards and Notification Forms
To meet the needs of customers with visual disabilities, the Bank provides cards with customer name and other information indicated in Braille, and Braille is used on notification forms to indicate balance information. From July 2016, the Bank began providing ordinary deposit statement notifications in Braille, in addition to monthly account balances.
Telephone Relay Service (public infrastructure)
The Bank, the Trust Bank, the Securities, NICOS and ACOM have adopted the Telephone Relay Service. The Service is provided by the Nippon Foundation Telecommunication Relay Service as public infrastructure to enable mutual communication over the phone through an interpreter operator between sign language or text and spoken language.
* Available features of the Service may vary by company.
* For details of the Service, please see MIC’s website.
Services Using Sign Language, Written Messages
The Bank and NICOS provide interpretation services, separately from the Telephone Relay Service, for customers with disabilities involving the ears and spoken language, using videophones to connect customers to sign language operators and communicate in writing.
*At the Bank, the services are available only in case of lost or stolen card/passbook (presently in a pilot operation phase).
Communication Board
To accommodate customers with hearing and speech impairments, in addition to tools like writing pad and communication boards, the Bank branches are equipped with tablet devices with applications which support communication by using videophones to connect customers to sign language operators, and handwriting and speech recognition systems.
Consultation Service for People with Disabilities
The Bank and the Trust Bank provide a consultation service enabling customers with disabilities to make a complaint or comment related to their disabilities via a dedicated phone line or web form.