CSR Reporting

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Updated on August 23, 2017

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: "Sony employees will always 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 organizations designed to ensure the best possible repair service quality.

System

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 of regional headquarters, Sony has also introduced a set of key performance indicators, such as improvement in rate of repair completion within a predetermined period of time. With the aim of enhancing customer service quality on a global level, Sony has also established a network of bases through which it provides services tailored to the needs of local customers.

Training for Customer Support Staff

Committed to 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 possible enjoyment from their Sony products.

Customer Information Centers and Customer Service Improvements

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 improve the quality of its customer service.

Sony strives to enhance customers' understanding of Sony products, software, and services, as well as to swiftly resolve any trouble a customer may encounter. To accommodate the variety of ways in which customers access information, Sony provides online instruction manuals that are formatted for Internet compatibility, and is enhancing its support websites for mobile phones. Sony is also reinforcing customer support information related not only to Sony products, but to software and network services, as well.

In certain regions, Sony also provides customer support via such means as live Internet chat sessions, support using social media platforms, and online community forums where customers can share information to help each other find solutions. In these ways, Sony tailors its support to meet the increasingly diverse needs of its customers in every region of the world. In addition, Sony conducts surveys to determine customer satisfaction at various touchpoints, and makes improvements based on the survey results in its efforts to continually improve customer satisfaction.
Number of Inquiries Received from Customers (Fiscal 2016)
(Thousands)
Region
Number of Inquiries Received
(Telephone, E-mail, Chat)
Japan 630
United States/Canada 1,410
Europe 1,107
China*1 935
Asia-Pacific*2 2,797
Others*3 304

*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 and Africa

More Convenient, Eco-Friendly Instruction Manuals

Sony is shifting from printed instruction manuals and operating guides to more convenient online versions. This not only improves searchability, but also reduces the amount of paper used. Paper is used for startup guides, which provide the basic information needed to start using a product with ease. In some categories, textless guides with visual illustrations only have been introduced and are being rolled out across the Group. This eliminates the need to translate content into multiple languages, which is expected to contribute to environmental protection by reducing paper consumption and lowering CO2 emissions with smaller and lighter product packaging.

  • A textless startup guide

Repair and Service Network

Currently, there are more than 4,300 Sony customer service locations worldwide, including Sony customer service stations and authorized repair agents.

To enhance customer satisfaction, Sony is working to meet customer needs by reducing the number of days required for repairs, overhauling its repair pricing system, and providing collection services for repair items, among other efforts. 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 keep enhancing quality.
Sony Service Locations (Fiscal 2016)
Region
Number of Repair Service Locations
Japan 501
United States/Canada 909
Europe 1,325
China*1 601
Asia-Pacific*2 619
Others*3 444

*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 and Africa

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