With Customers

Impressing customers and delivering Quality that Inspires Happiness

Kumagai Gumi established its Customer Satisfaction (CS) Promotion Office in 1998. The following year, we established Customer Consultation Offices at all of our branches.
We aim to enhance internal collaboration to cultivate a corporate culture focused on impressing customers, thereby delivering Quality that Inspires Happiness. This will lead to improved customer evaluations.
The customer satisfaction (CS) functions of Kumagai Gumi are placed within the Management Strategy Division, and the organization is designed to directly update our management with feedback received from customers.
Every year since 2008, we have conducted training for all employees responsible for CS as we strive to develop professional human resources.

Customer Consultation Office

We have established a toll-free number to respond to customers during normal business hours, as well as at night and on holidays. Additionally, we have implemented a 24-hour reception system with bases located throughout Japan.

Kumagai Gumi’s primary initiatives aimed at enhancing customer satisfaction

1. Customer surveys conducted three years after project completion

We conduct satisfaction surveys immediately after project delivery and again three years later.
In addition to promptly responding to the results of each survey, we perform comprehensive analyses, using the findings as valuable management information for design, construction, sales and follow-up activities.

Survey items

  1. Workmanship
  2. Performance and design of structures
  3. After-sales care
  4. Responses from contact points
  5. Comprehensive evaluation of our employees' work practices

Purpose of the survey

  1. A routine inspection is conducted two years after a project is completed. This is an important milestone in our relationship with the customer. We conduct a customer survey in the third year to help extend our relationship. We aim to maintain good relationships with our customers.
  2. We can detect issues that concern customers at an early stage.
  3. If any dissatisfaction is identified, we shall promptly visit the customer to restore their trust and strive to prevent recurrence by thoroughly investigating the cause.

2. CS hearings

Our managers visit customers to gather honest feedback.

Purpose

The Kumagai Gumi Group aims to be a construction service company that makes the best impression on its customers and hopes to be a company that grows sustainably. To achieve these goals, we will actively listen to customer feedback and incorporate customers' opinions into our management practices.

Key topics about which we gather customer feedback

  1. Workmanship
  2. Usability
  3. Our work practices
  4. Employee responses to customers
  5. Customers' expectations and requests

3. Development of the after-sales care system

We use building records to manage requests, inquiries, failure information, and other information and share this information within the company.

4. Increasing employees' awareness of customer satisfaction

We conduct internal commendations and lectures on customer satisfaction (CS) initiatives and take other actions to instill Kumagai Gumi’s CS awareness in our employees and to achieve CS with the involvement of all.
In recent years, we have been focusing on enhancing customer experience and promoting awareness of it within the company.

Sustainability