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Engagement with Customers

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

  1. We provide attractive, high-quality products and services that satisfy our customers.
  2. We provide accurate quality information in accordance with internal and external rules.
  3. 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), as well as our internal Quality Assurance Regulations and Customer Response Regulations.
Since our founding on April 1, 1906, Mizuno has continued its business with deep appreciation for the support of our customers. Guided by our corporate philosophy—“Contributing to society through the advancement of sporting goods and the promotion of sports”—we will continue to promote customer service activities that aim to ensure customer satisfaction.

* ISO 10002: An international standard for complaint management systems, outlining the processes organizations should have in place to handle customer 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 fiscal year 2024, approximately 24,000 inquiries were received by the Mizuno Customer Consultation Center. Of these, around 52% were product-related questions, and approximately 17% were classified as “requests.”

* Starting in fiscal year 2024, the term “requests” refers to a combination of product complaints, service complaints, and repair inquiries.

Details of calls from customers in FY 2024

Breakdown by Inquiry Category

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Breakdown by Sports Category

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Internal Sharing of VOC (Voice of Customer)

The Mizuno Customer Service Center receives a wide range of feedback from customers, including requests, words of appreciation, and occasionally critical opinions. These valuable voices are shared internally through our company website and posters.
We regularly hold discussions with the product department to exchange ideas on how to improve based on customer feedback. Each employee remains mindful of the customerʼs perspective and continues working to deliver better products and services.

Responses in the event of a product accident

In the event of a product-related accident, we take prompt and appropriate action in accordance with our Customer Response Regulations. To ensure that accident information is quickly shared among relevant internal departments, we have revised the circulation flow of our accident report database.
The Quality Assurance Office thoroughly investigates the details of each incident and consults or reports to relevant authorities such as the Consumer Affairs Agency, the Ministry of Economy, Trade and Industry, JASPO (Japan Sporting Goods Association), and NITE (National Institute of Technology and Evaluation), ensuring swift and appropriate responses.
Even when a defect is discovered that may potentially lead to a product accident, we promptly determine and implement preventive measures to avoid any incidents.

Please click here for details of the Customer Service Regulations.

Future Challenges

In recent years, inquiries from overseas customers have been increasing. However, Mizuno has not yet established a fully adequate support system, and there are still areas that require improvement. We will continue working to build a structure that provides better service and greater customer satisfaction, both domestically and internationally.
Through our internal system for sharing customer feedback, we will strive to deliver products and services that reflect a customer-centric perspective.
We are also working to rebuild our customer support system to accommodate various communication tools.
In addition, to protect employees from “customer harassment” caused by difficult or malicious customers, we have established a group-wide “Customer Harassment Response Policy”. Moving forward, we will further strengthen efforts to raise awareness of this issue across the group.

Customer Harassment Response Policy