Consolidation of services originating from customers
It is indispensable to upgrade the service skills of salespeople to achieve high customer satisfaction. In an effort to improve our service "quality," the EDION Group actively address employee education and conducts various training programs and product workshops based on the stratified education system. Consequently, the number of electric home appliance advisors certified by the Association for Electric Home Appliances is now 4,710 (group total as of Dec 2015). Their rich product knowledge enables them to provide high-quality services to customers. In the future, we will continue our ongoing efforts to enhance customer satisfaction by upgrading employee service quality.
The "EDION Card," a membership card of the EDION Group, features a 5-year (some are 10 years) repair guarantee for many electric home appliances that are over 5,000 yen/item (with some exceptions) for an annual service fee of only 980 yen. Moreover, we also have a point service in place, where points are given not only for the shopping within the EDION Group, but also for shopping at domestic and overseas partner stores and for the payment of utility bills or mobile phone bills. EDION stores also conduct the EDION Card program, which has a total membership of 4.75 million members (as of March 2017). In the future, we intend to add new services to and strengthen the functions of a card that only the EDION Group, which promises "long-lasting customer satisfaction through high-quality products and reliable service," can provide.
Incessant pursuit for high-quality services
In an effort to realize long-lasting customer satisfaction with purchased products, the EDION Group combines the expertise of Group companies to build a high-quality service system that caters to the needs of customers. In January 2010, the Group companies launched a full-scale mutual delivery program, which led to the realization of a high-quality after-sale service network across the country. Our customer-oriented services include the free delivery and installation of large products, "same-day delivery" and "same-day installation" where products are delivered on the day of purchase and "time zone delivery" that caters to the lifestyles of customers. Moreover, we also offer new services that meet customer requests, such as the cleaning of air conditioners, the replacement of electric bulbs or tubes, the repair and delivery of small electric home appliances, the installation of fire alarms and the delivery of components ordered at a store. For repairs, we will strive to upgrade our repair skills, including everything from reception at stores to the acquisition of cutting-edge technology. We also pursue the convenience of our customers, such as the introduction of a "flat rate repair fee system" that enables customers to choose either repair or replacement on the spot.
Approximately 1,500 service sector employees always try for improvement of service level and carry out approximately 2,240,000 a year delivery, setting, approximately 580,000 a year carry-on repair, approximately 890,000 a year business trip repair precisely and quickly now. In addition, "household appliance total support" to perform air-conditioner cleaning and professional cleansing check service of household appliance, setting, connection of digital appliance has favorable reception. We give service corresponding to such a various needs and wrestle in improvement of after-sale service for positive technique and true heart positively from now on.