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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," "appropriate 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.” 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 services.

In the technical questions that account for about 40% of the information gathered by the Contact Centers, we find ideas that help us improve quality; for example, the information enables us to make early detection of issues we face in the market. The information obtained from customer inquiries, including common key words and their frequency, are stored in a database that is shared with the relevant Daikin divisions and used to solve potential quality problems.

In order to continue creating products that anticipate future customer needs, we will use customer opinions as a guide to new product concepts.

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

Residential multi air conditioning systems for bathroom in ChinaResidential multi air conditioning systems for bathroom in China

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; 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.

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.

In fiscal 2015, we received 109 replies to the questionnaire on our website.

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.

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. As a result of such efforts, every year Daikin receives a high rating for the overall satisfaction* figure: in fiscal 2015, it was 4.05 out of 5, 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

Chemicals Division: Customer Questionnaire

In the Chemicals Division, we distribute questionnaires once a year that help us boost customer satisfaction. The fiscal 2015 questionnaire results showed high ratings from customers on quality, product delivery, and technical service. However, they also expressed a desire for Daikin to speed up response. We continue to strive to communicate more actively with 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 five stages including the criteria of our after sales service policy: speed, accuracy, and good manners. This makes for a fun way 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 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.

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 1,200 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. Daikin in China has an engineer certification system, and Daikin strives to improve engineers’ abilities in not only repairing but also in installation and overhauling.

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 covering business, research, and manufacturing 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: Providing Information Through Various Forums

In the Chemicals Division, many of the inquiries are requests to survey the chemicals in products and to provide technical data. Sales representatives of Daikin Industries, Ltd. act as contacts and respond to inquiries in cooperation with the divisions of technical service, research and development, quality assurance, environment, and safety.

To further strengthen trust between our company and customer businesses, we hold yearly exchange meetings between top-level personnel, such as the "Difreon Gas Meeting" and the "Gratitude-to-Customers Meeting."

In fiscal 2015, 51 members of 32 companies took part in the Difreon Gas Meeting. At the “Gratitude-to-Customers Meeting,” 103 members of 90 companies took part, representing not just sales companies but manufacturers and suppliers as well. Participants heard an explanation of business policy and deepened relations between themselves and with Daikin.

Air Conditioning Divisions Hold Daikin HVAC Exhibition

The air conditioning divisions make use of products shown at the biannual HVAC & R, the air conditioning industry’s largest trade fair, to hold the Daikin HVAC Exhibition in eight locations around Japan. The aim is to provide more detailed knowledge to customers who are considering buying Daikin air conditioning products.

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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 five 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.

There are also 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.

To help distributors gain a deeper understanding of the importance of environmental protection, we are offering them five courses in environmental solutions. Trainees in all 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.

Demand is growing in cold climate regions. In response, we opened a Daikin Training Center in Sendai, Miyagi Prefecture in 2014 and in Sapporo, Hokkaido Prefecture in 2015. At these centers, technicians of dealers can improve their abilities through hands-on training in areas like air conditioner installation and servicing.

Daikin's overseas Group companies also hold technical training for their dealers to raise customer satisfaction and ensure their employees can work in safety.

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