Basic Concept

In order to achieve the Lawson Group’s philosophy of “Creating Happiness and Harmony in Our Communities,” we want to create stores that are continuously supported by customers in communities. For this purpose, while referring to valuable opinions and requests from customers, we work toward improvements every day so that we can operate stores and provide products and services from customers’ perspectives.
Through these initiatives, we aim to provide a range of products that satisfies each customer’s needs, provide products and services with pleasant surprises, and create comfortable places (stores) that customers love and want to visit or access anytime.

Establishment of the “Lawson Customer Center” Inquiry Counter

Outside of stores, inquiries and opinions from customers are handled by the Lawson Customer Center. After receiving an opinion via telephone (toll-free), email, or chat, the respective departments in charge respond to it. At the same time, they share the issues with the entire company via the company intranet and other means, allowing feedback to be utilized for store development, product development, and the provision of new services to improve customer satisfaction.

Improving Products Based on Customer Feedback

For products, members from the department that manages the “Lawson Customer Center” inquiry counter and departments that develop products gather and examine how products can be improved based on customers’ opinions reported to the Customer Center monthly. We introduce some of the products that have been improved as a result on our official website as “Initiatives Born from Customer Feedback.

Conducting Surveys to Understand Customer Needs

We conduct various surveys to understand customer needs so that we can apply them in the operation of our stores and development of products. For example, we continuously conduct questionnaires where customers log in from a QR code printed on their receipt and answer questions on the website. We communicate opinions and requests from customers to each related department so that they can propose improvements.
We also carry out initiatives to grasp customer satisfaction after releasing a product and utilize the data to improve products to be released next. In addition, we promote actions to understand customer needs and make improvements regarding financial services, entertainment services, as well as store operations such as customer service as well as sales floor development.