Panasonic's management philosophy has been to contribute to society through its products and services while always putting the customer first. Based on this philosophy, the company strives to improve Customer Satisfaction (CS) and offers products, solutions, and services that enrich the lives of people around the world.
When providing repairs and customer service support through its global service network, Panasonic strives for sincerity, accuracy, and speed, and acts with humility and appreciation. This finds its basis in the principle of "true service" that the company's founder handed down through his words. The company's fundamental stance is thus to provide customers trust, peace of mind, and satisfaction.
In addition, Panasonic has established a set of Basic Rules for Response to Customers (compliant with ISO 10002) for responding appropriately groupwide to inquiries and complaints from customers. We have implemented ISO-compliant management systems based on the Basic Rules for Response to Customers and tailored to the legal system in each country or region.
CS activities are overseen by Panasonic's Managing Executive Officer, and are implemented in cooperation between the head office and the other subsidiary companies. The CS departments of Panasonic's sales companies around the world collect local information concerning services and quality, as well as customer requests and so forth. This information is used to ensure the quality and safety of products and to help develop products that match the needs of customers in each market.
CS staff in Japan share the knowledge and experience that they have accumulated to endeavor to provide better customer service.
Panasonic uses a variety of methods to analyze the Voice of Customer (VOC), and utilizes the results of its analyses—through coordination between its product planning, design, engineering, and quality departments on the one hand, and its marketing and sales departments on the other—to improve product development, functionality, quality, instruction manuals, catalog updates, and marketing activities.
Panasonic considers its VOC activities to be practical implementations of its management philosophy to improve customer satisfaction. The company encourages all employees to engage with the voices of the company's customers in all their work.