Engagement with Customers

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.

As Mizuno strengthens its DTC initiatives and expands and creates customer touchpoints, we are making multifaceted efforts to support customers throughout various stages of their lives by leveraging customer information accumulated across the organization.
In addition, we are enhancing user support to improve customer convenience, including increasing the self-resolution rate. Through closer engagement with customers, we aim to utilize the Voice of Customer (VOC) to improve products and services and create opportunities that lead to customer delight.

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.

In fiscal year 2025, approximately 23,000 inquiries were received by the Mizuno Customer Service Center. Of these, around 53% were product-related inquiries, and approximately 11% 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 Customer Inquiries in FY2025

Breakdown by Inquiry Category

Breakdown by Sports Category

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 intranet and poster displays. We regularly hold discussions with product divisions to exchange ideas on how customer requests and feedback can be translated into improvements. By encouraging every employee to remain mindful of the customerʼs perspective, we will continue our efforts to provide better products and services.

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 reviewed the circulation flow of our accident report database.
The Quality Assurance Office fully investigates the details of reported incidents and promptly consults with and reports to relevant organizations, including the Consumer Affairs Agency, the Ministry of Economy, Trade and Industry (METI), JASPO (Japan Sporting Goods Industry Federation), and NITE (National Institute of Technology and Evaluation). If a defect that could potentially lead to a product accident is identified, we promptly determine and implement the necessary measures to prevent accidents before they occur.

Please click here for details of the Customer Service Regulations.

To protect employees from customer harassment by difficult or malicious customers, the Mizuno Group has established a Basic Policy on Customer Harassment.

Going forward, we will further strengthen initiatives across the Group to raise awareness of and improve responses to customer harassment.

Customer Harassment Response Policy

In recent years, inquiries from customers outside Japan have been increasing. However, Mizuno recognizes that its current support framework is not yet fully adequate and that there is still room for improvement. We will continue working to build a system that enables us to provide better services and greater satisfaction to customers both in Japan and overseas.
Through mechanisms that enable customer feedback to be shared throughout the organization, we will strive to provide products and services that reflect the customer perspective more effectively. We will also continue rebuilding our customer service systems so that we can respond appropriately through a wider range of communication tools.