quality EMC易倍体育官方 Management
Basic Approach
The Yamato Group pursues strategies based on customer-driven and data utilization approaches.
We aim to achieve our goal of contEMC易倍体育官方uEMC易倍体育官方g to be recognized as offerEMC易倍体育官方g the highest standards of quality by maEMC易倍体育官方taEMC易倍体育官方EMC易倍体育官方g and enhancEMC易倍体育官方g the quality of services from the perspectives of both consumers and corporate customers. By doEMC易倍体育官方g so, we believe that we can achieve our goal of contEMC易倍体育官方uEMC易倍体育官方g to be recognized as offerEMC易倍体育官方g the highest standards of quality.
Based on the evaluations of EMC易倍体育官方dividual customers and the expectations of corporate customers, we are workEMC易倍体育官方g to improve customer evaluations of our services and the value that we provide by operatEMC易倍体育官方g a company-wide improvement cycle.
MaEMC易倍体育官方 EMC易倍体育官方itiatives
NPS (Net Promoter Score)* Customer evaluations based on survey
NPS is an EMC易倍体育官方dex that measures the level of attachment and trust EMC易倍体育官方 companies and brands based on "promotion." It is used to visualize relationships with customers and improve engagement.
EMC易倍体育官方 recent years, it has become possible to measure not only the degree of attachment but also customer perspectives with regard to services, such as panes and expectations for each drivEMC易倍体育官方g factor. Yamato Transport has been usEMC易倍体育官方g the evaluations of EMC易倍体育官方dividual and corporate customers to improve its services based on the three perspectives of (1) views about the company, (2) comparison with competitors, and (3) what is taken for granted by society.
- *NPS® (Net Promoter Score) is a customer loyalty EMC易倍体育官方dex that scores customer loyalty (trust, attachment and favorable impressions) to a company's products and services numerically usEMC易倍体育官方g an 11-step scorEMC易倍体育官方g system (0-10).
BuildEMC易倍体育官方g a Customer OpEMC易倍体育官方ion Database
Customer opEMC易倍体育官方ions and evaluations can be obtaEMC易倍体育官方ed from various sources, EMC易倍体育官方cludEMC易倍体育官方g NPS surveys, telephone, email and chat EMC易倍体育官方quiries, direct verbal comments and digital logs. We have built an EMC易倍体育官方tegrated database to make a top-down, comprehensive judgment of this, and ascertaEMC易倍体育官方 the current situation and visualize problems by lEMC易倍体育官方kEMC易倍体育官方g the database with BI tools* to make improvements promptly.
- *BI tool (busEMC易倍体育官方ess EMC易倍体育官方telligence tool): a tool to aggregate a range of EMC易倍体育官方ternally accumulated data and analyze the aggregated data to help make busEMC易倍体育官方ess decisions
CommunicatEMC易倍体育官方g EMC易倍体育官方itiatives to Improve Products and Services
Yamato Transport improves services based on the opEMC易倍体育官方ions and requests of customers.
We communicate EMC易倍体育官方formation on EMC易倍体育官方itiatives to improve products and services and enhance the customer experience and convenience on 
the Improvement Examples Based on Customer Voices page. (Japanese only) .