The ANA Group is thoroughly committed to the quality of the products and services it offers to customers. We believe that continuing improvement leads to ever-higher customer satisfaction and the creation of value. For that reason, we have established a cycle of accurately assessing the current status of quality linked to specific improvement measures, and regularly ascertain our progress through the CS Promotion Committee, which is composed of officers from each division under the supervision of the President. We assess quality through the following three mechanisms.
Every year, over 40,000 customers evaluate their degree of satisfaction with our services from reservations to in-flight and arrival. We then analyze points for further improvement.
We regularly monitor quality, with our in-house quality management departments and external bodies performing third-party assessments of our status with respect to achieving the service evaluation standards set forth in manuals and elsewhere.
We receive valuable input from our interaction with customers on flights, at airports, via call centers, during sales and elsewhere. In an initiative that we call the “Closed Loop,” the ANA Group gathers comments from customers and observations from employees on the service frontline, identifies and analyzes issues to be dealt with, and drafts and implements ways to make improvements. In the fiscal year ended March 2012, we prepared over 70,000 reports. We thoroughly analyze this wealth of feedback, make improvements, and listen once again to input from customers, passing through a cycle that is firmly committed to customer feedback. We use this cycle to respondflexibly to ever-changing feedback from customers and gain insights that lead to new products and services.