Our Initiatives for Our Customers
SMBC Group has been promoting better branch design so that our customers with disabilities as well as our global customers can feel comfortable using these facilities. Below are some examples of group companies' branch design initiatives, including employee education and introduction of universal design services.
Major Initiatives for our customers with disabilities
Implementation of Universal Design and Universal Service at Branches
SMBC is working to advance universal design compliance at branches. When installing new equipment or facilities at branches, we check whether it will be easy for people with disabilities to use them during the development stage, and also ask for feedback from customers after installation. SMBC Trust Bank is also conducting Web-based training for all bank employees regarding universal manners, as we work to improve services as a group.
Customer feedback and specific service examples can be found at the following link.
SMBC: Utilizes Customer Feedback in its Operations (Japanese only)
Pictogram Display |
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Visual indicators related to barrier-free information are posted in the branch information section of the SMBC website as well as at branch entrances to allow customers to confirm in advance when using branch facilities. |
Braille Blocks for Visually Impaired |
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Guidance tiles and rivets are placed to mark the path from a branch's entrance to its ATM area
to assist people with visual impairments to enter and use the branch. |
ATMs for the Visually-Impaired |
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All ATMs at domestic branches and in non-branch locations are equipped with handset-based audio guidance to serve customers with visual impairments. More information on upgrading to ATMs for people with disabilities can be found at the following link. SMBC: ATM Upgrades for People with Visual Impairments (Japanese only) |
Improvement of Reception Number Display Devices (EQ displays) |
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We received feedback that reception number display devices were difficult to read, so we installed EQ display devices that incorporate universal design principles for color, making them easier to read for seniors and people with visual impairments. |
Writing Tools |
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Writing tools are also made available at branches to ensure that we are able to accurately and smoothly determine the needs of customers with hearing impairments. |
More Convenient Form Entry |
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Branches also make available cane and umbrella holders and lap tables for filling out forms so that customers can comfortably use both hands when filling out forms and operating devices. |
Universal Design Introduction - Enhancing Facilities that All People Can Use with Ease |
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SMBC Nikko has installed gently-sloped ramps and writing boards at all branches nationwide. We are also installing cane holders as well as customer service counters, interphones, and other objects at heights that are easy for people in wheelchairs to use. |
Braille Services |
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We also have Braille versions of contractual terms for regular and time deposits, etc., end-of-month balance notices and time deposit transaction notices. |
Voice recognition password card |
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SMBC provides voice recognition password cards to customers with vision impairments. For more information on voice recognition password cards, visit: (Japanese only) |
Lower Fees for Counter Transfer Orders |
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When customers who have difficulty ordering bank transfers using an ATM machine, such as customers with visual impairments, visit the bank and order a transfer at a teller counter, after the customer's intention is confirmed, the same fee as the fee charged for ATM transfers is applied. |
Reading and Writing Assistance |
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Procedures have also been established to provide reading and writing services for customers who are not able to read a contract or enter their signatures due to a disability (how this is handed differs depending on the nature of the transaction). |
Establishing an Inquiry Desk for People with Disabilities
Dedicated forms for customers with visual or language impairments |
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Dedicated inquiry forms are made available for customers that have visual or language impairments. SMBC: Dedicated forms for customers with visual or language impairments (Japanese only) |
Sign language / written inquiry |
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SMCC provides a sign language and written inquiry service that uses a specialized video communication system for people who have difficulty with phone conversations due to a hearing or speech disability. SMCC Sign Language and Written Inquiry Service (Japanese only) |
Multilingual Service
Introduction of multilingual support tools |
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We provide multilingual communication boards and leaflets on how to open an account, etc., to help global customers understand registration procedures. |
Establishment of global branches |
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We have positioned the Akasaka and Hiroo branches in Tokyo as "global branches" for customers with global businesses. These branches offer English-language pamphlets and product brochures to customers who wish to make transactions in English, as well as providing competent consultations about products and services in English. |