Improvements based on Customer Feedback
MUFG collects, analyzes, and shares the opinions and requests from customers of all Group companies, and we use this feedback to improve our products and services. We continue to attract new customers and establish lasting relationships with them.
Enhancing our System for Collecting Customer Feedback
MUFG Bank, Mitsubishi UFJ Trust and Banking, Mitsubishi UFJ Morgan Stanley Securities, Mitsubishi UFJ NICOS, and ACOM receive feedback from customers in person at local branches, over the phone, via email, and through various other means. This feedback is analyzed and used to make important improvements to our business. In FY 2018, these five companies received approximately 210,000 comments and requests from customers, and they responded by making improvements in 345 cases.
Improvements based on Customer Feedback comprehensive total of the five companies
Result for CS Sureveys for Customers
- The results of the mail survey by approximately 2,000 individual customers who were randomly selected. (Conducted in October 2018)
Mitsubishi UFJ Trust and Banking
- The results of the mail survey by approximately 1,700 individual customers who were randomly selected. (Conducted in December 2018)
Mitsubishi UFJ Morgan Stanley Securities
- The results of the mail survey by about 2,500 individual customers who were randomly selected. (Conducted in December 2018)
- The results of internet survey by approximately 2,000 NICOS's card holders who used the card within six month. (Conducted in January 2019)
- Internet survey results by 600 people using a loan service of Acom within three months (Conducted in November, 2018)
Meetings and Committees to Promote "Customer-First" Management
Our initiative of improving services to reflect the opinions of customers and the employees who interact with them is an important management theme.
MUFG holds the Fiducialiduti Promotion Committee and Voice of Customer Meeting, president and general managers periodically to discuss the improvement of our evaluation by customers. Directors, chief executives, and group company representatives clarify the current trend of customer evaluations, while considering ways to improve these evaluations.
Quality Improvement Initiatives
By implementing thorough quality control measures at every stage, from the planning and development to delivery and after-sales servicing of products and services, MUFG aims to provide customers with products and services that exceed their expectations.
Quality Improvement of Products and Services
MUFG Bank, Mitsubishi UFJ Trust and Banking, Mitsubishi UFJ Morgan Stanley Securities, Mitsubishi UFJ NICOS, and ACOM assess whether adequate measures are being taken to consider the customer's perspective in the planning and development of products and services.
Employees at both the head offices and local branch offices are always cognizant of the effect their daily work activities have on the customer's evaluation of the company, and therefore strive to provide products and services that exceed their expectations.
Checklist for Putting the Customer First
- Accurately meets customer needs
- Pros and cons have been clearly laid out for the customer, and cons, if any, have been properly explained
- All efforts have been made to make the product easily understandable, including the provision of advertising and information on comparisons with similar products
- All actions have been taken to prevent customer complaints from occurring, and measures for responding quickly to complaints have been prepared in the event of their occurrence
- Confirmation that our customers' families, like our customers themselves, have no anxieties about our products and services, have been taken.
Employee Education for Customer Trust
MUFG is actively engaged in educational training and study group efforts that are carefully aligned with the "customer-first principles" and we endeavor to raise each individual employee's level of customer satisfaction awareness and skill.
Each Group company mentioned above is working to improve not only specialist skills, but also communications skills and skills related to realizing customer satisfaction.
MUFG holds workshops for younger employees from all Group companies in which they explore such awareness-raising themes as "What we should do to get customers to choose us" and "Ideals for MUFG and myself." Such workshops are aimed at fostering their understanding of and identification with the Corporate Vision and the MUFG Group Code of Conduct while encouraging them to take action based on takeaways from discussions.
During fiscal 2018, MUFG held such events on 24 occasions. Approximately 10,000 Group employees have been attending since the beginning of that.
MUFG is committed to introducing universal design both in software and hardware aspectsMUFG collects, analyzes, and shares the opinions and requests from customers of all Group companies, and uses this feedback to improve its products and services.
Responding to Customers in a Universal Manner
To ensure that all customers can use our branches with peace of mind, we make an effort to greet people as they enter our locations and provide guidance, thoughtfully offer easy-to-understand explanations and respond in an appropriate and agreeable manner.
Enhancing Reception and Response to the Elderly and People with Disabilities
MUFG Bank and Mitsubishi UFJ Trust and Banking are working to enhance their response to the elderly and people with disabilities by learning through fundamental case studies about providing in-facility guidance and explanations tailored to various physical characteristics.
The Guidebook for Reception and Response to the Elderly
MUFG Bank and Mitsubishi UFJ Trust and Banking, in order to deepen understanding and improve response to the needs of the elderly, has published its Guidebook for Reception and Response to the Elderly, and pay close and careful response to the needs of its elderly customers.
Coordination with regional comprehensive support centers
MUFG Bank has established the manual for smooth cooperation with the Regional Comprehensive Support Center, to ensure that the dementia customers and their families receive each service safely and securely.
MUFG Bank has compiled the “LGBT Response Handbook” containing basic know-how and key points when dealing with LGBT, and we aim to conduct service and respond in a manner that makes customers feel comfortable.
Creating Universal Branches
MUFG is engaged in the installation of tactile paving for the visually impaired, the elimination of steps through the introduction of ramps, the installation of automatic doors, and other initiatives to improve the convenience and safety of branch entrances, so that all customers can access our facilities with comfort and peace of mind.
MUFG Bank and Mitsubishi UFJ Trust and Banking websites contain information about barrier-free facilities, allowing customers to check out branch facilities beforehand.
MUFG Bank and Mitsubishi UFJ Trust and Banking homepages feature barrier-free related information about their respective branches so that customers can confirm the kinds of facilities there.
MUFG Bank branches display a barrier-free mark at entrances and exits.
In order to support the visually impaired, metal Braille blocks have been installed in areas between branch entrances and ATM machines.
ATMs for the Visually Impaired
Domestic branches and unmanned ATM corners (with some exceptions) are equipped with handsets (telephone receivers with voice guidance). By using the handset and following verbal instructions, customers can make withdrawals and deposits, check balances, and record and renew their passbooks.
Providing Universal Services
By reducing bank transfer fees, allowing family members to sign forms by proxy and so on, we also provide services that consider the needs of persons with disabilities.
Reduction of Transfer Fees
We have reduced over-the-counter transaction fees to the same level as ATM transfer fees for customers who have visual disabilities or use wheelchairs.
Simplification of Administration by Proxy
In cases where a customer finds it difficult to fill out or stamp a document due to visual or other physical disabilities, it may be possible for an accompanying family member to serve as a proxy, depending on the type of transaction.
Simplification of procedures to allow payment by proxy when the intent of the depositor cannot be verified
When the intent of the depositor cannot be verified, it may be possible to arrange for a family member or other proxy to make necessary payments on their behalf for hospital / treatment fees, care facility fees, or tax / social insurance fees on request (See Note).
- Depending on the payment method, the relationship of the proxy to the depositor, and the documents required, there might be cases where the Bank and the Trust Bank unable to comply with such requests.
Handling Braille Cards and Notification Forms
To meet the needs of customers with visual disabilities, MUFG Bank (the Bank) provides cards with customer name and other information indicated in Braille, and Braille is used on notification forms to indicate balance information. From July 2016, the Bank began providing ordinary deposit statement notifications in Braille, in addition to monthly account balances.
Services Using Sign Language, Written Messages
MUFG Bank and Mitsubishi UFJ NICOS provide interpretation services for customers with disabilities involving the ears and spoken language, using videophones to connect customers to sign language operators and communicate in writing.
*At the Bank, the services are available only in case of lost or stolen card/passbook (presently in a pilot operation phase).
To accommodate customers with hearing and speech impairments, in addition to tools like writing pad and communication boards, MUFG Bank branches are equipped with tablet devices with applications which support communication by using videophones to connect customers to sign language operators, and handwriting and speech recognition systems.
Consultation Service for People with Disabilities
MUFG Bank provides a consultation service enabling customers with disabilities to make a complaint or comment related to their disabilities via a dedicated phone line or web form.
At the Mitsubishi UFJ NICOS call center, interpreting services are provided to enable response to foreign language inquiries as well.