Enhancing customer satisfaction
- What we aim to do
- Enhancing customer satisfaction by improving services and products
Initiative theme
Development of competitive menus
| Targets |
|---|
| Develop competitive menus offering unique and attractive items |
Activity examples
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Enhancement of development capabilities by assigning a development manager for each business category
We assign a brand marketing leader, a planning and development manager and a product development manager to each business category to develop measures and products that lead to being attractive as well as differentiation.
- Increase in customer loyalty through digital marketing
- Implementation of customer satisfaction surveys
Initiative theme
Initiatives to improve customer service
| Targets |
|---|
| Provide services that satisfy customers |
Activity examples
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Holding of Monogatari Koshien (an internal event in which we compete in a tournament based on customer loyalty indexes)
For the purpose of creating stores and brands that are chosen by customers, we hold “Monogatari Koshien,” a competition in which we determine the best store in Japan in terms of NPS* and QSCs, with the aim of improving the service skills and raising the motivation of our employees.
*NPS: Net Promoter Score, an index that quantifies customer loyalty
NPS is a registered trademark or service mark of Bain & Company, Fred Reichheld, and NICE Systems, Inc.
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Instillment of extremely friendly service
We made effective use of our strengths in human resources to establish roles dedicated to extremely friendly service to our customers for each of our brands, and are making efforts to instill these roles.
- Implementation of customer satisfaction surveys
- Increased speed of improvement through timely sharing of customer satisfaction surveys
- On-site guidance by area managers
Initiative theme
Developing various business categories and opening stores that respond to post-COVID-19 lifestyles
| Targets |
|---|
| Continue to develop new business categories that match the times and lifestyles |
Activity examples
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Opening of Yakitate Karubi
This restaurant specializes in freshly grilled Korean-style marinated barbecued ribs over rice made with aged meat, and yukkejang soup made with slow-cooked beef tails. The menu also offers Korean barbecue sets and morioka cold noodles, and most of our menu items are available for take out. At this fast, casual restaurant, our customers can enjoy Korean barbecue dishes at reasonable prices. The restaurant can be used for a wide range of occasions, from eating out with families to friends to solo diners.
- Promotion of takeout and delivery at Marugen Ramen
- Strengthening of online sales at Marugen Ramen (Marugen Gyoza)
- Strengthen sales of goods (sandwiches) at the Kajitsuya Café