Customer Satisfaction-Related
Initiatives of SMBC Group Companies
Customer Satisfaction-Related Initiatives of SMBC Group Companies

Sumitomo Mitsui Banking Corporation (SMBC)

SMBC’s management philosophy includes the principle: “We grow and prosper together with our customers, by providing services of greater value to them.” To fully realize it, we are working to further raise the value of services to customers by integrating and analyzing the opinions and other feedback received at head offices and branches.

Sumitomo Mitsui Finance and Leasing (SMFL)

SMFL administers customer questionnaires to gain candid feedback of clients, which is utilized in future initiatives.

For further details, please refer to the following website.

SMBC Nikko Securities (SMBC Nikko)

Guided by a philosophy of “To provide higher value, based on a customer-first principle,” SMBC Nikko Securities works to develop systems for proactively communicating with customers in order to be their preferred securities company. The company also works to utilize the feedback it receives in the products and services it provides to earn the satisfaction of its customers.

For details regarding various activities, please refer to the following website.

Sumitomo Mitsui Card Company (SMCC)

With a basic policy of putting the customer first, SMCC values every item of customer feedback received, including opinions, requests, or comments, and uses it to further improve and develop its products and services. The company also provides information on the correct use of credit cards through its website and other media to ensure customers use their cards securely.

For details regarding various activities, please refer to the following website.

SMBC Finance Service

SMBC Finance Service quickly and appropriately responds to customer feedback, including comments and requests, and works to enhance products, services, and administration quality in order to facilitate even higher levels of customer satisfaction.

It also strives to maintain the trust of customers through rigorous protection of personal information received from customers, limiting damage from credit card fraud, enhancing the expertise of employees, and other such initiatives.

For details regarding various activities, please refer to the following website.

SMBC Consumer Finance (SMBCCF)

SMBCCF strives to increase the safety and security of the market while also helping to maintain and expand it through finance and economics education activities and other initiatives. These aim to provide people with accurate knowledge and sound decision-making ability in connection with money.

In addition, customer feedback is examined from the customer’s perspective as the company works to provide services that can be used with confidence by even more customers.

For details regarding various activities, please refer to the following website.

Japan Research Institute (JRI)

JRI administers customer satisfaction questionnaires in order to utilize feedback in future initiatives.

The institute will continue to pursue increased customer satisfaction through ongoing business improvements.