Enhanced
Customer Satisfaction
The voice of customers plays an important role in our ability to provide even better products and services. The Bandai Namco Group is committed to further enhancing quality through its communication with customers.
Initiatives for Enhancing Customer Satisfaction
Online Game Safety Guide for minors and parents/guardians
Online games have seen an increasing number of underaged players, including elementary and junior high school students. This has led to increased trouble at home, and a steadily rising number of inquiries related to billing in particular.
To ensure that users can play with peace of mind, we published the Online Game Safety Guide page for minors and their parents or guardians on Bandai Namco Entertainment’s official website in December 2022. For minors, we have devised ways to incorporate manga to make the guide more approachable, and we also introduce the guide in our games. This ensures that a wide range of users read it.
Bandai Namco Entertainment: Online Game Safety Guide
(in Japanese only)
Received highest three-star rating in HDI Benchmarks for the second straight year
For the second straight year, Bandai Namco Online*1 received the highest three-star rating in HDI-Japan’s 2023 HDI Benchmarks*2 Customer Service category. The HDI Benchmarks’ evaluators rate a company’s customer service performance and quality and online support from the customer’s perspective, using criteria based on HDI’s international standards, and award a rating on a four-point scale: zero, one, two, or three stars. Bandai Namco Online’s rating on this occasion recognizes its customer-centric support, including proactively advising the customer based on the understanding of their situation and unspoken psychological needs.
The customer support team at Bandai Namco Online has built a support system that is considerate of customers, based on a “customer first” attitude. For example, through regular surveys and close cooperation between the dedicated customer support team and operational development staff, we improve services, develop inquiry forms, and introduce new solutions.
Going forward, we will strive to provide better services and further increase customer satisfaction.
To learn more about HDI, click the link below.
HDI Japan’s official website (external website)
*1Bandai Namco Entertainment and Bandai Namco Online will merge in April 2025.
*2HDI is the world’s largest IT service and technical support membership association and established the world’s first international certification and training system. Founded in the United States in 1989, HDI’s vision is to help the support and service management industry succeed with exceptional customer experience. It has more than 50,000 members worldwide, many of which are Fortune 500 companies or among other top companies, along with a network of 100 offices around the world. The HDI Benchmarks is a program that evaluates support services sponsored by HDI-Japan, HDI’s local subsidiary.
Collecting customer feedback and reflecting it in products and services
The Bandai Namco Group values customer feedback.
We collect a large amount of customer feedback and information from our call centers and store it in a database, which we then utilize to provide feedback internally. We use the voice of customers to improve our product development and services, and to further improve quality, which in turn leads to increased customer satisfaction.
Customer Service Improvement Program for greater customer satisfaction
Bandai Namco Amusement is implementing a variety of measures to improve customer service technology and thereby further improve customer satisfaction. As an example, the company conducts start-up training for newly hired store staff every year. Approximately 2,600 staff members participated in fiscal 2023. In the same year, the company also conducts customer service training, a manager training program aimed at improving the responsiveness of store staff, with approximately 300 store managers and leaders from 17 areas nationwide attending.
In fiscal 2023, staff from 24 of our stores nationwide won prizes in the Shopping Center Customer Service Role Playing Contest, a contest sponsored by the Japan Council of Shopping Centers, and the Role Playing Contest sponsored by each shopping center in which these stores are located.
