Improvements based on Customer Feedback
Enhancing our System for Collecting Customer Feedback
MUFG Bank, Mitsubishi UFJ Trust and Banking, Mitsubishi UFJ Morgan Stanley Securities, Mitsubishi UFJ NICOS, and ACOM receive feedback from customers in person at local branches, over the phone, via email, and through various other means. This feedback is analyzed and used to make important improvements to our business. In FY 2020, these five companies received approximately 180,000 comments and requests from customers, and they responded by making improvements in 249 cases.
Improvements based on Customer Feedback comprehensive total of the five companies
Result for CS Sureveys for Customers
- The results of a mail survey of 2,362 customers who have an account in the Bank. (Conducted in December 2021)
- The results of a mail survey of individual customers who made a transaction or had an interview with the Trust Bank most recently (18,949 sending by post, 8,260 responses by post or online). (Conducted in November 2021)
- The results of an online survey of 479 customers who have an account in the Securities HD. (Conducted from December 2021 to January 2022)
- The results of an online survey of 1,062 NICOS's card holders. (Conducted in October 2021)
Meetings and Committees to Promote "Customer-First" Management
Our initiative of improving services to reflect the opinions of customers and the employees who interact with them is an important management theme.
MUFG holds the Fiducialiduti Promotion Committee and Voice of Customer Meeting, president and general managers periodically to discuss the improvement of our evaluation by customers. Directors, chief executives, and group company representatives clarify the current trend of customer evaluations, while considering ways to improve these evaluations.
Quality Improvement Initiatives
Quality Improvement 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
Each Group company mentioned above is working to improve not only specialist skills, but also communications skills and skills related to realizing customer satisfaction.
Responding to Customers in a Universal Manner
Enhancing Reception and Response to the Elderly and People with Disabilities
The Guidebook for Reception and Response to the Elderly
Coordination with regional comprehensive support centers
LGBT Response Handbook
Creating Universal Branches
MUFG Bank and Mitsubishi UFJ Trust and Banking websites contain information about barrier-free facilities, allowing customers to check out branch facilities beforehand.
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
Telephone Relay Service (public infrastructure)
MUFG Bank, Mitsubishi UFJ Trust and Banking, Mitsubishi UFJ Morgan Stanley Securities, and Mitsubishi UFJ NICOS 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
MUFG Bank and Mitsubishi UFJ 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).