Skip to main body

CSR Reporting

Content Menu
Quality and Services

Responsiveness and Customer Service

In addition to continuously improving product quality, Sony is taking various steps to improve its responsiveness and its customer service capabilities, in line with its commitment - set forth in the Sony Pledge of Quality - to "respect our customers' viewpoints in striving to deliver product quality and customer service that exceed their expectations." In customer service, this includes responding to changing customer needs, and in repair services, building a structure for providing the best possible repair service quality.

System

(Updated on August 12, 2014)
Sony has assigned CS Officers to coordinate customer service operations in markets around the world where its products are sold. Under the guidance and supervision of the Corporate Executive in charge of Product Quality and Safety, and of regional headquarters, Sony has also introduced a set of Key Performance Indicators (KPIs) - including improvement in rate of repair completion within a predetermined period of time - and, with the aim of enhancing customer service quality on a global level, has established a network of bases through which it provides services tailored to the needs of local customers.

Training for Customer Support Staff

(Updated on August 12, 2014)
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. In addition to focusing on the acquisition of new service technologies and the sharing of solutions to ensure issues are swiftly and effectively addressed, staff are trained to help customers get the greatest enjoyment possible from their Sony products.

Customer Information Centers and Customer Service Improvements

(Updated on August 12, 2014)
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.

Sony utilizes the Internet extensively to communicate with its customers. As well as websites that provide downloads of instruction manuals and software updates along with customer service information, Sony offers websites featuring frequently asked questions (FAQs) and detailed product troubleshooting guides. These websites give customers access to timely and easy-to-understand product and customer service-related information.

In certain regions, Sony also provides customer support via such means as live Internet chat sessions, support using social networking service (SNS) platforms and online forums through which customers can share information to find solutions to issues. In each region, Sony tailors its support to meet the diversifying needs of its customers, as it constantly strives to raise the level of customer satisfaction.
Number of Inquiries Received from Customers (Fiscal Year 2013)
(Thousands)
Region
Number of Inquiries Received
(Telephone, E-mail, Chat, Letter)
Japan 2,875
United States 2,373
Europe 2,164
China*1 1,861
Asia-Pacific*2 4,220
Others*3 2,454

*1
Coverage area: China (mainland) and Hong Kong
*2
Coverage area: Southeast Asia, Oceania, India, South Korea and Taiwan
*3
Coverage area: Middle East, Latin America, Africa and Canada


Initiatives Aimed at Maximizing Customers' Enjoyment of Sony Products

Sony provides information on its websites aimed at maximizing customers' enjoyment of Sony products. The following website is one that offers such insight.
This website features a variety of content designed to reinforce customers' fondness for their WALKMAN®, including what inspired the engineers behind the WALKMAN® to create such a product. The website also gives visitors access to information that enables them to experience first-hand the innovative value provided by the WALKMAN®, as well as to download songs and audio samples.

Repair and Service Network

(Updated on August 12, 2014)
Currently, there are more than 5,000 Sony customer service locations worldwide, including Sony customer service stations and those of authorized repair agents.

To enhance customer satisfaction, Sony is working to meet customer needs through such measures as reducing the number of days required for repairs, overhauling its repair pricing system and providing collection services for repair items. In new product categories, such as mobile devices, Sony is reinforcing its customer services and building systems that will enable its service network to respond to customer needs in line with the "One Sony" concept. By strengthening the feedback mechanism for product quality based on repair information, Sony also aims to further enhance quality.

Sony Service Locations (Fiscal Year 2013)
Region Service Network
(Number of Service Locations)
Japan 449
United States 926
Europe 1,126
China*1 645
Asia-Pacific*2 1,023
Others*3 865

*1
Coverage area: China (mainland) and Hong Kong
*2
Coverage area: Southeast Asia, Oceania, India, South Korea and Taiwan
*3
Coverage area: Middle East, Latin America, Africa and Canada





Skip to footer
Return to top of page