Sony has assigned CS Officers to coordinate customer support operations in markets around the world where its products are sold, in cooperation with the Corporate Executive in Charge of Product Quality and Safety and regional headquarters, and has established a network of service bases with the aim of enhancing the quality of its services on a global level, through which it provides services tailored to the needs of local customers.

With the aim of providing high-quality services to customers around the world, Sony provides ongoing training for employees and the staff of service partners, focusing on the acquisition of new service technologies and the sharing of solutions, to ensure issues are addressed swiftly and effectively.

Sony established its first Customer Information Center in 1963 in Japan to respond to customer inquiries. Today, Sony has Customer Information Centers worldwide, enabling it to provide prompt responses to customer needs that reflect customers' perspectives, thereby helping Sony to enhance the quality of its customer service.

Number of Inquiries Received from Customers (Fiscal Year 2011)

(Thousands)

Region	Number of Inquiries Received (Telephone, E-mail, Letter)
Japan	3,590
North America	4,690
Europe	2,150
China (mainland) and Hong Kong	2,030
Pan-Asia*1	3,990
Latin America	1,540

Sony also uses the Internet to communicate with customers. To ensure timely access to easy-to-understand product and service information, Sony strives to enhance the content of its websites, which include sites providing downloads of manuals and software updates and information on ways to connect and enjoy multiple devices -- as well as sites offering frequently asked questions (FAQs) and prompt troubleshooting services. Sony's product and service information websites enjoy high marks in, among others, independent studies assessing the usefulness of support websites.

For owners of VAIO PCs, Sony provides a variety of services aimed at ensuring problem-free use and giving even first-time users greater confidence. These include VAIO Remote Service, whereby operators explain procedures or assist with troubleshooting while remotely monitoring the user's screen via the Internet, and VAIO Care, a software program that performs troublesome regular maintenance and provides meticulous technical support.

Sony is also taking steps to respond to the increasing diversity of customer needs in different regions and improve customer satisfaction. In a number of regions, for example, Sony recently established online forums that include social network services (SNSs), which enable customers to communicate and share solutions, and participate in live chat sessions to enhance customer support.

Currently, there are more than 5,900 Sony service locations worldwide, including Sony service stations and those of authorized repair agents. To ensure prompt responses to customer needs, Sony strives to improve its repair and service operations by carefully benchmarking against other leading companies. Sony is shortening distribution and repair times and reviewing repair fees in regions around the world with the goal of enhancing overall customer satisfaction around the world.

Sony Service Locations (Fiscal Year 2011)

Region	Service Network (Number of Service Locations)
Japan	576
North America	1,664
Europe	1,365
China (mainland) and Hong Kong	594
Pan-Asia*2	1,150
Latin America	583