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 and Bandai Namco Online’s official website in January 2023. 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)
For minorsFor parents and guardians
Bandai Namco Online: Online Game Safety Guide
(in Japanese only)
Received Highest Three-Star Rating in HDI Benchmark
Bandai Namco Online received the highest three-star rating in HDI-Japan’s 2022 HDI Benchmarks 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.
Bandai Namco Online conducts surveys regularly to monitor the voices of customers and fans. Based on the results of these surveys, we make improvements to services and introduce new initiatives. We also have a dedicated customer support team for each contact point, including social media and email, to respond quickly and meticulously. Furthermore, we regularly hold events and campaigns to promote communications with our customers and fans.
Through these initiatives, we aim to deepen our relationship with more customers and fans and provide even better services.
To learn more about HDI, click the link below.
HDI Japan’s official website
(external website)
HDI 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.
Consolidate the voice of customers at the Customer Service Center
At Bandai, our Customer Service Center plays an important role in communication with customers.
Every month, the center fields roughly 10,000 inquiries from customers. In addition to addressing each inquiry with sincerity, the details of inquiries, with the exception of personal information, are added to a database and shared internally. This information is reflected in product development to further enhance customer satisfaction by improving product quality.
