Providing higher quality services

Customer voice situation

The Customer Center receives about 1,200 inquiries every day via telephone and the inquiry form (email) on the NEXCO EAST portal site.

In fiscal 2018, we received about 440,000 opinions and inquiries.

As a recent trend, the number of inquiries about "Dorawari", which proposes a cheap drive trip using ETC, is increasing.

NEXCO EAST Customer Center, we will continue to put our customers first and strive to provide higher quality services.

The opinions and requests we receive are shared and analyzed by the entire Group, including the management team, and are utilized in efforts to improve customer service.

Changes in the number of applications (total for the fiscal year)

Image of the number of receptions (total for the year)

Breakdown of inquiries, opinions and requests (FY2018)

Image of Inquiry, Opinion / Request Breakdown (FY2018)
Cycle that makes good use of customer feedback
Image of a cycle that utilizes customer feedback

Introducing examples of improvements based on the opinions and requests sent to the Customer Center as "Efforts Utilizing Customer Feedback". For more information Here please look at.

Parking lot contact prevention measures (Tohoku Expressway Tsurusu PA (In-bound line))

I would like to do something about it as I will rub the car body against the curb at the parking lot In-bound the Tsurusu PA.

Parking contact prevention measures (Tohoku Expressway Tsurusu PA (In-bound line)) Photo before improvement
Photograph after improvement of parking lot contact prevention measures (Tohoku Expressway Tsurusu PA (In-bound line))

Received a three-star rating for seven consecutive years at a call center external rating agency

Received the highest rating for seven consecutive years from 2012 in the "I Help Desk Institute (HD) telephone inquiry window rating survey," which rates the quality and ease of connection of contact centers ★★★ (3 stars) We have acquired

Image of an external rating agency of the call center that has won three consecutive stars