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Promoting for Customer Satisfaction Promoting for Customer Satisfaction

Promoting for Customer Satisfaction

We continue to establish lasting relationships with our client by quickly responding to a diverse range of needs, opinions, and requests and making continuous efforts to reflect these in our products and services.

Improvements based on Customer Feedback

MUFG collects, analyzes, and shares the opinions and requests from customers of all Group companies, and we use this feedback to improve our products and services. We continue to attract new customers and establish lasting relationships with them.

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

Improvements based on Customer Feedback comprehensive total of the five companies

Result for CS Sureveys for Customers

MUFG Bank
MUFG Bank
  1. The results of a mail survey of 2,362 customers who have an account in the Bank. (Conducted in December 2021)
Mitsubishi UFJ Trust and Banking
Mitsubishi UFJ Trust and Banking
  1. 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)
Mitsubishi UFJ Morgan Stanley Securities
Mitsubishi UFJ Morgan Stanley Securities
  1. The results of an online survey of 479 customers who have an account in the Securities HD. (Conducted from December 2021 to January 2022)
Mitsubishi UFJ NICOS
Mitsubishi UFJ NICOS
  1. 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.

Fiduciary Duties

Meetings and Committees to Promote Customer-First Management

Quality Improvement Initiatives

By implementing thorough quality control measures at every stage, from the planning and development to delivery and after-sales servicing of products and services, MUFG aims to provide customers with products and services that exceed their expectations.

Quality Improvement of Products and Services

MUFG Bank, Mitsubishi UFJ Trust and Banking, Mitsubishi UFJ Morgan Stanley Securities, Mitsubishi UFJ 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

  1. Accurately meets customer needs
  2. Pros and cons have been clearly laid out for the customer, and cons, if any, have been properly explained
  3. All efforts have been made to make the product easily understandable, including the provision of advertising and information on comparisons with similar products
  4. 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
  5. 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

MUFG is committed to introducing universal design both in software and hardware aspectsMUFG collects, analyzes, and shares the opinions and requests from customers of all Group companies, and uses this feedback to improve its products and services.

Responding to Customers in a Universal Manner

To ensure that all customers can use our branches with peace of mind, we make an effort to greet people as they enter our locations and provide guidance, thoughtfully offer easy-to-understand explanations and respond in an appropriate and agreeable manner.

Enhancing Reception and Response to the Elderly and People with Disabilities

MUFG Bank and Mitsubishi UFJ Trust and Banking 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.
Enhancing Reception and Response to the Elderly and People with Disabilities

The Guidebook for Reception and Response to the Elderly

MUFG Bank and Mitsubishi UFJ Trust and Banking, 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

MUFG Bank has 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.
Coordination with regional comprehensive support centers

LGBT Response Handbook

MUFG Bank has 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.

MUFG Bank and Mitsubishi UFJ Trust and Banking websites contain information about barrier-free facilities, allowing customers to check out branch facilities beforehand.

Pictogram

MUFG Bank and Mitsubishi UFJ Trust and Banking homepages feature barrier-free related information about their respective branches so that customers can confirm the kinds of facilities there.
Pictogram

Barrier-free

MUFG Bank branches display a barrier-free mark at entrances and exits.
Barrier-free

Braille Block Use

In order to support the visually impaired, metal Braille blocks have been installed in areas between branch entrances and ATM machines.
Braille Block Use

ATMs for the Visually Impaired

Domestic branches and unmanned ATM corners (with some exceptions) are equipped with handsets (telephone receivers with voice guidance). By using the handset and following verbal instructions, customers can make withdrawals and deposits, check balances, and record and renew their passbooks.
ATMs for the Visually Impaired

Providing Universal Services

By reducing bank transfer fees, allowing family members to sign forms by proxy and so on, we also provide services that consider the needs of persons with disabilities.

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

In cases where a customer finds it difficult to fill out or stamp a document due to visual or other physical disabilities, it may be possible for an accompanying family member to serve as a proxy, depending on the type of transaction.

Simplification of procedures to allow payment by proxy when the intent of the depositor cannot be verified

When the intent of the depositor cannot be verified, it may be possible to arrange for a family member or other proxy to make necessary payments on their behalf for hospital / treatment fees, care facility fees, or tax / social insurance fees on request (See Note).
  1. 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, MUFG Bank (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.
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).

Services Using Sign Language, Written Messages

Communication Board

To accommodate customers with hearing and speech impairments, in addition to tools like writing pad and communication boards, MUFG 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.
Communication Board

Consultation Service for People with Disabilities

MUFG Bank provides 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.
(As of June 2022)