Management and Performance

Shiseido Company, Limited Sponsored ADR has been awarded the highest rating of three stars for three consecutive years in the 2024 HDI Rating Benchmark.

~Highly evaluated for empathy, friendliness, suggestion at the 'inquiry counter' and convenience on the 'web support' ~

Shiseido company, limited sponsored ADR won the highest rating of three stars in both the 'inquiry counter' and 'web support' for the 2024 'cosmetic maker industry' survey of HDI-Japan (operated by Think Service Co., Ltd, headquartered in Kawasaki, Kanagawa Prefecture, and representative director: Tatsumi Yamashita), the Japanese branch of the world's largest membership organization in support services, HDI※, three years in a row.
The 'HDI Grading Benchmark' rates the support effectiveness of the web support and the content of corporate inquiry counter support from the customer's point of view based on HDI international support standards, in four levels of three stars to no stars. The examination results for Shiseido are as follows.
Evaluation comments from judges
[Inquiry Counter Department]★★★
-Can talk without feeling self-conscious because they listen carefully and show empathy.
-Friendly atmosphere makes it easy to seek advice.
-In addition to answering questions, they make the best proposals with a positive attitude and respond persistently, demonstrating a strong sense of responsibility for their role.
[Web Support Section]★★★
-Not only is there a gorgeous atmosphere, but it is also highly practical, and there is a wealth of information that is organized and easy to navigate without hesitation.
-It is easy to use since it allows you to pick up products from all brands according to the items you are searching for or the problems you have.
-Product comparison is easy because you can see a list of product selection information that is important for selection, such as reviews and effects.

Efforts of Shiseido Customer Center

Since its establishment in 1968, Shiseido Customer Center has responded promptly and flexibly to opinions and inquiries from customers, and disseminated useful and informative customer-oriented information for more than half a century. Since 2018, we have been focusing on initiatives to improve customer convenience, such as launching 'Beauty Consultation on LINE', which utilizes the LINE app to support more customers. In addition, we have implemented in-home LINE chat since 2020 and an at-home call center system since 2021 to operate the customer center stably even during emergencies when you cannot come to the office and to evolve the working style of staff who respond to customer inquiries. Furthermore, in 2022, we introduced a browser chat in addition to the conventional LINE official account and advanced the chat support to suit the diversifying customers.
Furthermore, we collect 'customer voice information' on products and services, such as customer complaints about the customer center and voices on SNS, and share them with employees to utilize them for enhancing the value of products and services. Going forward, we will aim to improve corporate value from a 'customer-oriented' approach by quickly recognizing changes in lifestyles and society and reflecting them in our business activities.

※: HDI is the world's largest membership service organization in IT support services, and has established the world's first international certification system. It was founded in the United States in 1989, with a vision of 'succeeding in business through excellence in customer experience.' It has over 50,000 members worldwide, including many of the world's top-ranked companies, and has 100 branches/districts around the world.

*The content contained in this release is accurate at the time of announcement, and may differ from the latest information. Please note.