Materiality
Engagement with Customers
- Respect for Human Rights (Policies and Systems)
- Materiality: Supply Chain Management
- Translations of the Mizuno Code of Conduct for Suppliers
- Product Safety and Quality (Policies and Systems)
- Materiality: Ensuring of the safety and quality of products
- Materiality: Communication related to products
- Materiality: Engagement with Customers
- Labor Practices
- Development and Nurturing of Talent
- Materiality: Promoting and respecting diversity
- Materiality: Health Promotion Initiatives
- Occupational safety and health
- Top
- Management Message
- Management and Sustainability Strategy
- Materiality (priority issues)
- Materiality (priority issues)
- Materiality Identification Process
- Identified Materiality
- Contributing to the multi-dimensional values of sports
- Contributing to the resolution of social issue
- Responsible procurement with due respect for human rights
- Human Capital Management
- Responsibility for global environmental issues throughout the product lifecycle
- Responsible business practices
- Responsibility for Safe and High-Quality Products
- Value Creation through Sports
- Value Creation through Sports
- Policies and Systems
- Materiality：Physical and mental health through sports
- Materiality：Developing communities based on sports
- Materiality：Equality and diversity through sports
- Materiality：Extension of healthy life expectancy through the maintenance of motor function
- Materiality：Improving physical fitness and athletic abilities of children
- Materiality：Contributing to the SDGs by applying Mizuno's technologies
- Climate Change Strategy
- Human Capital Strategy
- Environment
- Social
- Social
- Respect for Human Rights (Policies and Systems)
- Materiality：Supply Chain Management
- Translations of the Mizuno Code of Conduct for Suppliers
- Product Safety and Quality (Policies and Systems)
- Materiality：Ensuring of the safety and quality of products
- Materiality：Communication related to products
- Materiality：Engagement with Customers
- Labor Practices
- Development and Nurturing of Talent
- Materiality: Promoting and respecting diversity
- Materiality: Health Promotion Initiatives
- Occupational Safety and Health
- Governance
- ESG Data
- Regarding the report
Basic Concepts
Mizuno has declared its commitment to comply with the Complaint Management System ISO 10002* to ensure the safety and quality of its products and services. The company has established the following "Customer Response Policy" and has been working across the entire organization to become a company that satisfies and earns the trust of its customers.
Customer Response Policy - Policies for Customer Satisfaction
- We provide attractive, high-quality products and services that satisfy our customers.
- We provide accurate quality information in accordance with internal and external rules.
- We humbly accept customers' "voices" and reflect them in the improvement of our products and services.
Currently, we are committed to customer-oriented responses in accordance with "ISO 10002:2018 (JIS Q 10002:2019)," our internal "Quality Assurance Regulations," and "Customer Response Regulations." Mizuno is grateful for the support of our customers since our founding on April 1, 1906, and, in line with our corporate philosophy of " Contributing to society through the advancement of sporting goods and the promotion of sports.," we will continue to promote customer response activities that ensure customer satisfaction.
* ISO 10002: An international standard for Complaint Management Systems, defining the processes an organization should have in place to handle complaints.
System for customer service
A variety of kinds of feedback from customers is collected at the Mizuno Customer Service Center, where we respond to inquiries and service complaints in cooperation with the relevant departments. Product complaints are forwarded to the Quality Assurance Section, which in turn provides feedback on them to the relevant departments as important information necessary to improve products and systems.
The Quality Assurance Office, which consists of the Mizuno Customer Service Center and the Quality Assurance Section, is responsible for building the quality management system and also serves as a liaison to customers.
Customer feedback and major actions
In FY 2023, the Mizuno Customer Consultation Center received 26,323 inquiries. Of these, approximately 47% were product-related inquiries, and about 8% were complaints about products.
Details of calls from customers in FY 2023
FY 2023 Graph by Consultation Content
FY 2023 Graph by Sport Discipline
Internal sharing of VOC (Voice of Customer)
The Mizuno Customer Service Center receives numerous voices from customers, including requests, words of appreciation, and sometimes critical opinions. These valuable voices are shared within the company through our internal website and posters. We regularly hold discussions with the product department to exchange ideas on how to improve based on these requests and opinions. Each employee will continue to be mindful of the customer’s perspective, striving to provide better products and services for our customers.
Responses in the event of a product accident
In the event of a product accident, we will take prompt and appropriate action to resolve the problem in accordance with the Customer Service Regulations. We have reviewed the circulation flow of the accident report database so that information on accidents can be shared promptly between internal staff. After grasping the details of an accident, the Quality Assurance Office consults with and reports to the relevant organizations, including the Consumer Affairs Agency, the Ministry of Economy, Trade and Industry, JASPO (Association of Japan Sporting Goods Industries), and NITE (National Institute of Technology and Evaluation), and takes prompt measures. If a defect that may lead to a product accident is found, we quickly determine measures to prevent the occurrence of an accident.
Please click here for details of the Customer Service Regulations.
Future issues to be addressed
Recently, the number of inquiries from overseas customers has increased. However, we do not have a sufficient system in place to respond to them, and there are still areas for improvement. We will work to create a system that provides better services to our customers and ensures customer satisfaction both domestically and overseas.
- We will endeavor to provide products and services from a more customer-centric perspective through a mechanism for sharing customer feedback within the company.
- We will strive to overhaul our customer support system to accommodate a variety of communication tools.