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Sustainability > Customer Satisfaction > Customer Satisfaction

Customer Satisfaction

Customer Satisfaction

Customer Satisfaction Policy

Boosting Customer Satisfaction by Anticipating Future Needs

Our group philosophy states that our mission, and the essence of our existence, is to identify and realize our customers' future needs and dreams, even those that they themselves may not yet be aware of. By providing high quality products, materials, and service, as well as earnestly proposing new products, we want to not only improve convenience and comfort for customers, but also increase the level of customer satisfaction.

Based on these principles, each division of Daikin Group formulates its policies according to the particular needs and circumstances of customers in order to improve customer satisfaction.

The air conditioning divisions’ customers are end users and dealers. The division's basic policies for ensuring customer satisfaction are "stay ahead of customers' needs and present new products suggested by the sales division" for end user satisfaction, and "stay ahead of the times and one step ahead of our competitors by offering a tailored solution" for the satisfaction of dealers.

The After Sales Service Division of the air conditioning divisions, which bears responsibility for product maintenance, has the basic policy of "the ultimate in quality service through speed, accuracy, and good manners" and is working to increase the skills of its service engineers and raise the level of their response to customers.

The Chemicals Division has identified "improvement of quality," "stable supply," "cost," and "response to needs (development of new products)" as the main points to increase customer satisfaction, and aims to gain greater trust and satisfaction from customers by continually assessing information regarding the level of customer satisfaction and making improvements accordingly.

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Customer Response and Support System

Air Conditioning Divisions: Building a Worldwide Customer Service System

The Daikin Contact Center is open 24 hours a day, every day of the year to take repair requests and offer technical advice on air conditioners to customers around Japan.

Overseas as well, we are building up our after-sales service system so that customers can get the service they need according to the situation in their particular country or region based on Daikin's service motto of “speed, accuracy, and good manners.” In fiscal 2016 in China, we established VIP contact centers at certain retailers in order to better integrate customer inquiries. By establishing Call Centers and providing technical information on the Internet, we are striving to boost customer satisfaction.

Taking customer phone calls at contact centers (China)
Taking customer phone calls at contact centers (France)

Taking customer phone calls at contact centers (left: China; right: France)

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Understanding and Reflecting Customer Needs

Customer Inquiries Used in Improving Products and Developing New Ones

Requests, complaints, and other information obtained by the Contact Centers is recorded in a database. Information regarding the opinions and requests that sales representatives obtain from customers is shared among the Quality Division and relevant departments, who investigate causes and establish countermeasures to improve products and after-sales services. In fiscal 2016, sales and product development divisions began sharing contact center information with the goal of developing products that bring customers even greater pleasure in future.

Number of Inquiries to the Contact Center (Japan)

Number of Inquiries to the Contact Center (Japan)

Number of Inquiries to the Contact Center (China)

Number of Inquiries to the Contact Center (China)

Stepping Up Worldwide Marketing Research

NewBRC, a remote controller compatible with numerous languagesNewBRC, a remote controller compatible with numerous languages

With the Daikin Group rapidly accelerating business expansion around the world, it is important that we raise customer satisfaction by accurately and promptly grasping customer needs in each world region and reflecting these in our products. To this end, we are switching from an air conditioner development system centered in Japan to a decentralized one in which regional bases conduct product development and research, and we are stepping up our worldwide market research. Since opening R&D centers in China and Europe, we have been gradually stepping up development functions at bases in Asia, Oceania, and North America.

In China, we have been developing products to meet customer needs and lifestyles; for example, air conditioners that filter PM2.5, a major problem in China, indoor units especially for kitchens that filter strong oily smoke, and indoor units for bathrooms with improved dehumidifying and drying functions.

In fiscal 2016, we strove to meet regional customer needs in India, Europe, and China through the global release of base models of split-type air conditioners In Japan, we released smartphone-controllable models and commercial air conditioner remote controllers that are multilingual compatible.

Survey Results Go Toward Improving Products and Services

Daikin Group divisions conduct customer surveys to enhance customer satisfaction. By constantly surveying and analyzing the voice of customers, we can further boost the quality of our service.

Air Conditioning Divisions: Questionnaire on Products

In order to determine customer needs and levels of satisfaction, the Air Conditioning Sales Division gathers opinions on products on the Daikin website. We also gather information by questioning customers visiting volume retail outlets, and by having Daikin air purifier users be product monitors.

Opinions gathered go toward improving our products. In fiscal 2014, some customers commented that the dehumidifying effect was insufficient at near the set temperature. In response, we developed the Premium Cooling function, which realizes effective air conditioning even during high outside temperatures through efficient, comfortable temperature and humidity control even when the air conditioner is installed in high temperature environments or where heat is easily trapped. We also conducted surveys of visitors to fuha:Tokyo and fuha:Osaka, and had a survey company have our users answer questionnaires. Based on people’s responses, we have made residential air conditioners with a circulating airflow during cooling and vertical airflow during heating so that room occupants are not made uncomfortable by the airflow hitting them directly.

Air Conditioning Divisions: Questionnaire on After-Sales Service

The After Sales Service Division strives to determine and improve the level of customer satisfaction with after-sales service by every year sending surveys to a random sampling of customers after a Daikin product is fixed. In fiscal 2016, we received a high rating for overall satisfaction of 4.13 out of 5, our highest rating ever. We believe this is a result of efforts to complete repairs in a single visit, and of educational and training efforts to improve repair techniques and get better at dealing with customers, all under our slogan of "Customer first."

Overall Satisfaction

Overall Satisfaction

Note: Results of responses on postcard-sized surveys that are sent to a random sampling of customers one or two weeks after they receive servicing. Weighted average on a scale of 5.

Chemicals Division: Customer Questionnaire

In the Chemicals Division, we distribute questionnaires once a year that help us boost customer satisfaction.

On fiscal 2016 questionnaires, we received high ratings in areas such as quality, delivery, technical service, and communication with customers. We will continue to work toward a higher level of satisfaction among customers.

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Employee Education

3-Year-Long Training and Service Awards Among Daikin Bases

The Daikin Group strives to improve the quality of service by teaching employees the necessary knowledge and techniques.

At Daikin in Japan, besides basic training in air conditioner service quality, a variety of training courses and license-certification course are offered to each management level and job description. In the three-year-long "Service University" training program, just like in university, participants can choose the courses right for their job. They also have regular tests to ensure they are retaining what they have learned.

At service bases across Japan, teams are created that compete against each other in the annual Service Awards tournament. There, teams are quantitatively judged and awarded for their level of service in areas such as speed, accuracy, and good manners. This makes for a fun and rewarding way for service bases to raise our ability to offer customer satisfaction.

Employees at overseas Daikin bases in each country earn certification by taking the courses they need at dedicated educational institutes. There are also periodic seminars for sharing information on technologies and new products. In Vietnam, which is seeing rapid market expansion, we have added a skills course for service engineers, as well as training in Daikin-style service philosophy.

In China and other Asian countries, skills events are held where participants engage in friendly competition in areas like repair techniques, telephone response, and quality of parts packaging. In fiscal 2016, we held Daikin’s first Service Olympics, which brought together service engineers selected from bases around the world. The 122 participants included 28 chosen from 20 countries around the world. We will continue to create a training environment in which employees and service engineers around the world are involved in friendly competition.

Skills Competitions All Over Japan

Service engineers' individual technical expertise is crucial to providing quality service.

We hold workshops and giving technical assessment tests to all service engineers. Our rule is that service engineers must be certified with a minimum level of skill before they can do repair work alone. To further improve their abilities, we hold high-level training for chief engineers. So far, a cumulative total of 1,400 people have passed the certification test for chief engineers.

We are striving to provide training and education that raises skill levels and produces service engineers who carry out precise, appropriate work on the job, thus providing customers with what they demand in terms of techniques and skills.

In fiscal 2015, we held the first-ever nationwide service skills competition in Japan for participants who had won competitions at their respective bases. Twenty people faced off in skills events.

Overseas, training centers in each region host technical training courses and evaluation tests for Daikin engineers and distributors. To foster overseas service engineers, we dispatch service experts from Daikin in Japan to overseas bases to conduct on-the-job training (OJT). We also have an engineer certification system in China. In fiscal 2016, we held a unified examination for service engineers in the Asia and Oceania regions. We will continue to unify our certification systems around the world.

The Chemicals Division: Sharing Broad Knowledge About Product Features and Their Target Fields, Etc.

The sales representatives of the Chemicals Division need to listen to researchers and product developers, who are Daikin customers, about the product functions they seek and offer them the ideal products for their needs. In order to optimize product functions in accordance with the circumstances of these customers, it is essential to have diverse knowledge of such things as processing methods, amount of additives, and temperatures.

For this purpose, once a month the Chemicals Division holds meetings that integrate business, research, and manufacturing, sales performance announcement meetings, and training sessions. The goal is to share not only business information, but also knowledge regarding products. By giving concrete examples of product applications and use, as well as relaying customer needs, these meetings aid in the development of new products and applications, and they give customers a deeper understanding of product features. Customers thus leave with new ideas for product application.

The Division also makes opportunities for the sharing of superior business skills within the Division, and makes use of the "Fluorine Classroom" customer education program as an opportunity for personnel to educate themselves and deepen their knowledge.

The Chemicals Division will continue to train personnel so that they acquire a deep knowledge on the use fluorine in various business situations.

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Providing Customers with Information

Chemicals Division: Product Study Sessions and Various Exchange Gatherings

While the fluorochemical products produced by the Chemicals Division are highly advanced and highly functional materials, molding/processing them can sometimes require specialized methods. Not only do representatives of the Technical Service Department visit our customers to explain about our products, but we also conduct customer-oriented training seminars, titled "the Fluorine Classroom," to explain about the special properties of fluorine materials, and we hold product study sessions to guide them on the molding/processing methods using the facilities and equipment available to the company. In fiscal 2016, we held four Fluorine Classroom sessions covering plastics, rubber, and paint.

In addition, every year, we hold exchange meetings for top-level personnel: the “Gratitude-to-Customers Meeting” and Difreon Gas Meeting.” In fiscal 2016, 98 members of 90 companies took part in the Gratitude-to-Customers Meeting and 52 members of 34 companies joined the Difreon Gas Meeting. These exchange meetings strengthened relations among participants with explanations on the Fusion 20 strategic management plan and chemicals business policy.

We have vastly increased the amount of product information on our website in efforts to share more about the features and safety of our products. Inquiries from customers via our website are handled by sales representatives, who share the details of these inquiries with Daikin divisions related to technical service, research and development, quality assurance, and environment and safety.

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Support for Distributors and Dealers

Training Courses Teach Air-Conditioning-Related Techniques

Skills training for distributorsSkills training for distributors

eco-bookleteco-booklet

Daikin Industries, Ltd. has six training centers around Japan where we hold a variety of courses so that distributors can learn design, installation, and service techniques. With the goal of offering customers service that is practical and easy to understand, and offering this service in a pleasant manner, the centers use the latest simulation machinery, videos, and other instructional tools to provide training that simulates actual working conditions and situations. To foster technicians at retailers in extremely cold climate regions, where demand is growing rapidly, we opened up Daikin Training Center Tohoku and Daikin Training Center Sapporo, where we hold hands-on training in areas such as air conditioner installation and servicing.

The training includes specialized courses geared to the particular desires of participants from the dealers and repair outlets. There are systematic step-up training to improve trainees' levels, solution training that helps dealers meet their diversifying needs, solution seminars aimed at improving customer satisfaction, and certification/preparatory classes. There are a total of 51 courses.

There are five environment-related solution training courses that deepen participants’ understanding of the importance of environmental protection. Trainees in these courses receive eco-booklets, which contain general knowledge on global warming and ozone layer destruction, handling fluorocarbons, and steps to mitigating global warming. These issues are expanded on in the courses.

Another way in which we strive to raise customer satisfaction and ensure safety among Daikin workers is to continue to offer more and improved training; for example, seminars for new employees at group companies in Japan and skills training for retailers of overseas group companies.

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