Service Quality Improvement Project

Customers expect higher levels of service, and our group is committed to meeting these expectations. From FY2021, we launched the Service Quality Reform Vision 2027 to guide the entire JR East Group, covering all business areas beyond transportation. This vision positions us to overcome rapid changes in the business environment, achieve sustainable growth, and build customer trust. We will continue to take on the challenge of Service Quality Reform.

The service vision of the JR East Group

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We begin by improving service quality through thorough attention to customer feedback. Each department addresses feedback within its area and implements changes whenever possible. If an issue cannot be resolved locally, it is escalated to a higher-level organization for further action. By addressing each piece of feedback individually and responding to customer needs, we continuously enhance our services.

Breakdown of customer feedback in FY2020

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Rapid improvement of service quality based on customer feedback

When we receive customer feedback, we assess whether improvements can be made in the relevant area. If the issue cannot be resolved locally, we escalate it to a higher-level organization for further action. We strive to turn as many suggestions as possible into tangible improvements that can be returned to our customers.

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