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Pursuit of Customer Satisfaction

Basic Concept

The JAL Group provides information on products and services appropriately, takes comments from customers sincerely, and continuously strives to develop and provide better products and services in order to provide unparalleled service to every customer. When developing and improving products and services, we put ourselves in the customers’ standpoint and develop innovative products and services to meet diverse customer needs.

Pursuit of Customer Satisfaction as a Key Performance Indicator

The JAL Group adopted the Net Promoter Score (NPS), which is focused on measuring customer loyalty, as a key performance indicator (KPI) in FY2017 and internally shares customer ratings and feedback to improve its products and services and deliver unparalleled service to our customers. We continuously strive to improve and innovate products and services to meet the various needs of our customers, and achieve the world’s top-level satisfaction experience.

FY2022 Results

Putting Customer Feedback into Tangible Form

We have created products and services that meet customer needs by making improvements based on customer feedback.

Marketing Communication

  • JAL Group will provide accurate and balanced information that is of importance to society and endeavor to ensure that descriptions and labels of our products and services are proper and readily understandable in order not to mislead our customers.
  • JAL Group will avoid exaggerated claims about the social and environmental impacts of our products and services.
  • JAL Group, in regard to marketing communication toward vulnerable market segments (i.e children, market illiterates etc.), will endeavor not to mislead children, market illiterates etc. about potential benefits from the use of the product and service.
  • JAL Group will ensure that we do not give customers or business partners false information about the products or services of other companies, which may discredit them.
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