Customer satisfaction

Customer satisfaction

SDG-related Initiatives

10.Reduced Inequalities

10.Reduced Inequalities

CSV Goals (Creating Shared Value) *The base year is 2015 and the target year is 2025 unless otherwise noted.

Products
  • 100% : Observation of The Coca-Cola Company Responsible Marketing Policy

We respond sincerely to the many opinions and requests that we receive daily from customers via telephone, email and other methods, while making sure to share that feedback with relevant departments. We are strengthening our initiatives to provide even better products and services in order to always meet customer expectations.

Initiatives for greater customer satisfaction

By responding quickly and appropriately to our customers’ requests and complaints, and by collectively and effectively collecting/analyzing such requests and complaints, we strive to develop next-generation products and services that exceed customers’ expectations and increase the number of Coca-Cola fans who will continue to purchase our products.

Our structure and schemes for responding to feedback from customers are built, operated, and continuously improved under ISO 10002:2014/JIS Q 10002:2015 “Quality management – Customer satisfaction – Guidelines for handling complaints in organizations”.

Customer response process

Customer response process

Realizing customer satisfaction

The Customer Contact Center is an important point of direct contact between customers and the our company group. Rather than simply providing consultation and guidance, this department is responsible for converting people into fans of the Coca-Cola Bottlers Japan Inc. Group, and operates under the slogan of “Good customer contact makes everyone happier.” The center receives opinions and requests from customers, and is structured so that when it is necessary to meet them in person, details can be quickly relayed to a regional representative who can then respond swiftly. In 2018, the Voice of Customer (VOC) section has been established within the center to reflect customer feedback even more effectively in corporate activities.

Customer Contact Center initiatives

The customer service representatives who answer calls strive to compensate for not being able to view facial cues by listening more attentively, and work day by day to improve the quality of their telephone responses.
In addition to thoroughly knowing the products, the representatives also need to have the ability to grasp how the customers feel. At the Customer Contact Center, there is a schedule of annual training for representatives to improve their response quality.

Easy-to-reach customer service
Customer consultation by topic

Effective response to customer complaints

We conduct questionnaires for consumers who have lodged complaints, and provide surveys to evaluate the quality of our customer response and consumers' intention to purchase Coca-Cola products in the future. For many consumers whose complaints have been addressed, their interest in purchasing Coca-Cola products remains unchanged or even increases according to our survey.

Consumer willingness to repurchase Coca-Cola products

Initiatives in three sales channels

❶ Chain stores

The teams in charge of accounts running a chain-style business pay close attention to offering an assortment of products that match well with their store format, whether it is a supermarket or discount store among others, and respond flexibly to the specific needs and expectations of the consumers that choose to shop in their chain stores. These teams are also proactive in developing seasonal and event-related sales promotion plans, and new ways of selling our products, such as, by pairing them with deli items or shelving them in the liquor to propose the use of our products as a blender of alcoholic drinks.

Initiatives in three sales channels

❷ Vending

The vending team is responsible of responding to consultations and requests from existing and potential customers about the placement of vending machines (VM) with the most befitting solutions and providing the full set of VM-related after-care services, including the periodical replenishment of products after installing the machines and maintenance required to keep them up and running in good condition.
The solutions proposed by the vending team are constantly updated by numerous innovative developments in the equipment portfolio, including the introduction of cashless models that support electronic money payments, machines that can run in energy-saving mode, and disaster-relief machines designed to be capable of contributing to the social needs at times of emergency.

Vending

Coke ON vending machine

Digital innovation has led to the development of a new service using a dedicated smartphone app named "Coke ON" that offers the consumers the chance to collect stamps with their purchase from the vending machines that support Coke ON. 15 stamps can be exchanged to one product available in any Coke ON vending machine.
This new service using the smartphone app delivers a novel and unique buying experience to the consumers.

Coke ON vending machine

Multilingual vending machines

In addition to increasing the placement of multilingual vending machines, the smartphone users can now view product information on their device in 15 languages.

Multilingual vending machines

❸ Retail & food service

The market targeted by the retail team is composed of kiosks, food stores and other forms of retail outlets run by customers in diverse sectors and lines of business ranging widely from public transportation (in station buildings, etc.), academic institutions (in schools), hospitals to offices. The retail team is always keen to propose the most suitable types of products (in terms of package, size, and price) and the most effective ways of selling them according to the specific purposes of use and scenes where the consumers enjoy our drinks.

The food service team is primarily in charge of accounts running the HORECA ※business or operating the facilities in the recreation / entertainment sector, such as, movie theaters and karaoke parlors. This team handles a wide range of products and packages mainly for business use, including syrup and powder, and proposes diverse ways of selling, serving, and presenting our products to the end users that best fit the individual accounts' lines of business and size of their outlets.

※HORECA stands for HOtels, REstaurents, CAfes.
Retail & food service

Drop shipping (e-commerce)

We propose online shop operators who have their online shops opened in EC-malls (Internet-based virtual shopping malls) a wide range of Coca-Cola brand products to be posted and sold in their online shops that can be accessed through the EC-mall website. Drop shipping is a service to deliver our products directly to the customers who purchased our products through the online shopping medium, such as, the EC-mall. The online shoppers find this service helpful since they will be freed from the burden of physically carrying our products, which can get very heavy when they purchase in bulk. The online shop operators also find this service an advantage because they do not need to make arrangements to manage the physical inventory and ship the stocked products to their customers.

Responsible Marketing Policy

We are committed to The Coca-Cola Company's global Responsible Marketing Policy that covers all our beverages, and we do not market any products directly to children under 12.

The Coca-Cola Company's Responsible Marketing Policy (PDF/204 KB)

Consumer and customer satisfaction policy

We aim to be a company trusted and cherished by anyone by always offering “moments of happiness” and “refreshments” to all stakeholders including consumers, customers and local communities through beverages.
We think and act with “customer/consumer-centricity” at all times and continue to be a company that can meet expectations of consumers and customers as their best partner.

1.Consumer satisfaction policy
(1) We carry out sales activities for greater satisfaction by always offering safe and sound products and services.
(2) We generate new ideas and create values by thinking and acting with “consumer-centricity” and offer joy and excitement to consumers.
(3) We listen to voices of consumers with appreciation and deliver satisfaction convincing to consumers by incorporating them to enhancement of products and services.
(4) We adhere to laws and regulations as well as internal regulations on consumer protection in order to protect privacy of consumers.
(5) We shall respond to inquiries and complaints from consumers promptly, appropriately and sincerely.

2.Customer satisfaction policy
(1) We carry out sales activities with a spirit of co-existence and co-prosperity by assuming a role as the best partner to enable business development and growth of customers.
(2) We continue to be a trust-worthy, reliable corporation through provision of beneficial information and services to customers by thinking and learning together with them for their struggling challenges.
(3) We discover consumers’ potential needs for customers by always thinking in their position and propose valuable shoes products and services.
(4) We listen to voices of consumers with appreciation and deliver satisfaction convincing to customers by incorporating them to enhancement of products and services.
(5) If any issue arises in dealing with customers, we shall respond promptly, appropriately and sincerely.

3. Supplementary provision
The policy is enacted and enforced effective January 1, 2018.

Privacy Policy

Coca-Cola Bottlers Japan Inc. and its group companies listed in *1 (excludes Q’sai group and CQ Ventures Co., Ltd.) (hereafter “CCBJI Group”) respects the importance of personal information. In order to ensure its safety, CCBJI Group will observe the laws and ordinances that apply to the protection of personal information, and hereby establishes the following Privacy Policy to serve as the basis for future activities.
This Privacy Policy applies to all activities relating to the customers’ personal information.

1.Meaning of “Personal Information”

“Personal Information” means any information that allows identifying an individual, including name, postcode, address, telephone number, age, date of birth, gender, profession, and e-mail address.

2.Gathering and Using Personal Information

CCBJI Group may gather and use the customers’ personal information among its group or in cooperation with companies in the
Coca-Cola System listed in *2 (hereafter “Coca-Cola System Companies”) for the purpose of offering a variety of services to its customers, which include: prize contests and other promotional campaign activities; response to inquiries and requests from the customers, and membership-based services for providing information on products, events and other subjects. Also, CCBJI Group may gather and use personal information in cooperation with retail stores, etc. (CCBJI Group’s clients, etc.) in the context of prize contests, other promotional campaign activities and inquiries/request from the customers.
CCBJI Group will gather its customers' personal information within the scope that is reasonable and necessary, indicate the purpose of use and the presence of any joint users, and clearly state that customers should provide their personal information on their own discretion. If it should be necessary to make use of personal information beyond the preliminarily indicated scope, CCBJI Group will notify or announce the new purpose of use, and customers will be free to accept or refuse this.
Note that customers who do not wish to provide their personal information or do not consent to new purposes of use may not be able to use services for which personal information is essential.
In addition, for the purpose of preventing crimes, we have security cameras installed in some of the vending machines that are set to start filming when a criminal act or abnormity takes place.

Typical cases in which Personal Information is used among CCBJI Group or jointly with Coca-Cola System Companies include:
(1)When receiving inquires or requests from the customers
The parties making joint use of personal information will be CCBJI Group and Coca-Cola System Companies, and CCBJI will be responsible toward the customers for managing their personal information.
Information used jointly is for responding to a request including the address, name, and telephone number, etc. of the person filling the request.
Please be advised that we may conduct a follow-up research regarding the responses to customer inquiries to the extent that is necessary and reasonable for the purpose of improving customer services.

(2)When engaging in product sales, promotional activities or the repairs/maintenance of sales equipment or other maintenance work
The parties making joint use of Personal Information will be CCBJI Group and Coca-Cola System Companies, and CCBJI will be responsible towards its business partners for managing the personal information.
Information used jointly is the name and contact information of the business partners (and the representative of business partners) that are required for transactions.

(3)When CCBJI Group is conducting prize contents and other promotional campaigns
The party making joint use of personal information will be CCBJI Group; CCBJI will be responsible toward the customers for managing the personal information.
The address, name, age, and telephone number, etc. of the applicants and other information necessary to select and notify the winners are used jointly.
With the exception of cases where CCBJI clearly explains the purpose of use and the customer gives his/her consent, during promotional campaigns the personal information of applicants will not be stored on a continuous basis, excluding information on the winners of prize contests, which will be stored for a given period of time.
Note that applicants cannot win in multiple promotional campaigns held simultaneously and targeting the same product due to restrictions imposed by the Act Against Unjustifiable Premiums and Misleading Representations. In order to avoid such instances, CCBJI may collate the winners' lists with the promotional campaign's organizers.

Personal information that CCBJI obtained by March 31, 2005, which is prior to the effective date of Act on the Protection of Personal Information (Put into force in its entirety on April 1, 2005), shall be continually used for the purpose described above.


3.Managing and Protecting Personal Information

Personal information provided by the customers will be managed appropriately on the administrators' responsibility. CCBJI Group will endeavor to protect personal information by taking reasonable and necessary measures against illicit external access, loss and damage. CCBJI Group may also consign the handling of personal information to a contractor within the scope that is necessary to provide better services. In such cases, CCBJI Group will ensure that the contractor manages and protects personal information appropriately by taking measures such as imposing on them the obligation through the conclusion of a contract and taking other steps.

4.Avoiding the Provision of Personal Information to Third Parties

CCBJI Group will not provide customer’s personal information to any third party unless:
(1)The customer gives his/her consent;
(2)The personal information is to be used jointly with a joint user as stipulated in 2. Above;
(3)CCBJI Group consigns the handling of personal information to a contractor within the scope that is necessary to provide better services as stipulated in 3. Above;
(4)The provision of personal information is necessary to protect lives and bodies of human beings or properties, and acquisition of the consent of the customer is difficult;
(5)The provision of personal information is legally requested by the police or another public institution;
(6)Other cases such that the provision and disclosure of personal information is found legally accepted pursuant to laws and ordinances.

5.Disclosing Personal Information Held by CCBJI Group

If a customer wishes for his/her personal information to be disclosed (*3), CCBJI Group will, in accordance with the Act on the Protection of Personal Information and based on procedures stipulated by CCBJI Group, disclose the customer's personal information that it holds for the period stipulated by laws and ordinances without delay and upon conducting any necessary examination, etc., unless:
(1)There is a risk to the life, body, assets or other rights and interests of the customer or a third party;
(2)There is a risk of significantly hindering CCBJI Group’s business;
(3)Disclosure violates laws and ordinances.

6. Making Corrections/Additions to, Deleting or Suspending the Use of the Personal Information held by CCBJI Group

If a customer wishes for any correction/addition to be made to his/her personal information held by CCBJI Group, or for such personal information to be deleted (hereafter "corrections, etc.") (*3), CCBJI Group will, in accordance with the Act on the Protection of Personal Information and based on procedures stipulated by CCBJI Group, make corrections, etc. to the personal information of the customer or the business partner that it holds for the period stipulated by laws and ordinances without delay and upon conducting any necessary examination, etc.
Likewise, if the customer wishes for CCBJI Group to stop using his/her personal information to provide e-mail notifications and other information services (hereafter the "suspension of use"), CCBJI Group will, in accordance with the Personal Information Protection Law and based on procedures stipulated by CCBJI Group, stop using the personal information without delay and upon conducting any necessary examination, etc.

7.Important Note

This Privacy Policy covers the websites managed and operated by CCBJI Group. CCBJI Group’s website may show links to external websites, etc. Not managed or operated by CCBJI Group; note that CCBJI Group is not responsible for services offered by external websites, etc. not managed or operated by CCBJI Group

8.About this Privacy Policy

This Privacy Policy may be reviewed and revised as appropriate. In such cases, the revised version will be posted on the website.

9.Inquires

Contact us at the companies listed below for anything you should wish to inform us of in advance with this Privacy Policy, and for any other inquires on personal information.
To the inquiry form

*1 Coca-Cola East Japan Group Companies stipulated in Privacy Policy of CCBJI Group are:
Coca-Cola Bottlers Japan Holdings Inc.
Coca-Cola Bottlers Japan Inc.
Coca-Cola Bottlers Japan Vending Co., Ltd.
FV Japan Co., Ltd
Kadiac Co., Ltd
Coca-Cola Customer Marketing Company Co
Coca-Cola Bottlers Japan Business Services Inc.
Coca-Cola Bottlers Japan Benefit Co., Ltd.

*2 The Coca-Cola System companies stipulated in “2. Gathering and Using Personal Information” of CCBJI Group’s Privacy Policy are:
Coca-Cola (Japan) Company, Limited
Hokkaido Coca-Cola Bottling Co., Ltd.
Michinoku Coca-Cola Bottling Co., Ltd.
Hokuriku Coca-Cola Bottling Co., Ltd.
Okinawa Coca-Cola Bottling Co., Ltd.

*3 About the procedures stipulated by CCBJI Group in Privacy Policy “Disclosing Personal Information Held by CCBJI Group” and “Making Corrections/ Additions to, Deleting or Suspending the Use of the Personal Information Held by CCBJI Group.”

1.Procedure Followed When a Customer Wishes for the Personal Information Held by CCBJI Group to Be Disclosed

If a request is made to disclose personal information held for the period stipulated by laws and ordinances in accordance with the Act on the Protection of Personal Information, CCBJI Group will disclose said personal information upon verifying the identity of the person filing the request.
CCBJI Group will accept requests for the disclosure of personal information sent via post upon enclosing the required documents, stipulated in (1) and (2) below. If the documents stipulated in (1) and (2) that are submitted allow identifying the person filing the request, CCBJI Group will disclose the personal information of the person filing the request by delivering documents via post. CCBJI Group will be unable to comply with a request if it is unable to identify the person filing the request based on the documents that are sent in. Note that the documents you send may not be returned to you.

(1)Request for Disclosure (523KB)

Please fill in the required entries on the form prescribed by CCBJI Group and post it together with the identification documents stipulated in (2).

(2)Identification Documents

Documents that allow verifying the address and name registered at CCBJI Group, and are issued by administrative authorities or an institution deemed equivalent by CCEEJ Group; these include official copies of family registers, copies of driver’s licenses, health insurance cards, and other certificates.
In case the request for disclosure is made through a representative, documents allowing the identification of both the person filing the request and his/ her representative, as well as a letter of attorney to a representative bearing the name, address, and seal of the person filing the request

(3)Send to

Person in charge of Personal Information Disclosure, Coca-Cola Bottlers Japan Incorporated
Tokyo Midtown Tower, 9-7-1 Akasaka, Minato-ku, Tokyo 107-6211

2.Procedure followed When a Customer Wishes for Corrections, etc. to be Made to the Personal Information Held by CCBJI Group or for the Suspension of Use

When a customer wishes for corrections, etc. to be made to the personal information held by CCBJI Group for the period stipulated by laws and ordinances, or for the suspension of use in accordance with the provisions of the Act on the Protection of Personal Information, CCBJI Group will, as in cases where a customer wishes for the disclosure of the personal information held by CCBJI Group, carry out the necessary procedures upon verifying the customer's identity, as follows. Requests for making corrections, etc. to personal information or for the suspension of use will be accepted via post sent to the address shown below upon enclosing required documents ((1) and (2)) shown below. If the documents stipulated in (1) and (2) that are submitted allow identifying the person filing the request, CCBJI Group will make the desired corrections, etc. to personal information or suspend its use, and will notify the customer in writing. CCBJI Group will be unable to comply with a request for corrections, etc. or for the suspension of use if it is unable to identify the person filing the request based on the documents that are sent in. Note that the documents you send may not be returned to you.

(1)Application Form for Correction, etc./Suspension of Use (PDF:565KB)

Please fill in the required entries on the form prescribed by CCBJI Group and post it together with the identification documents stipulated in (2).

(2) Identification Documents
Documents that allow verifying the address and name registered at CCBJI Group and issued by administrative authorities or an institution deemed equivalent by CCBJI Group; these include official copies of family registers, copies of driver’s licenses, health insurance cards, and other certificates.
In case the request for disclosure is made through a representative, documents allowing the identification of both the person filing the request and his/ her representative, as well as a letter of attorney to a representative bearing the name, address, and seal of the person filing the request

(3) Sent to:
Person in charge of Personal Information Disclosure, Coca-Cola Bottlers Japan Incorporated
Tokyo Midtown Tower, 9-7-1 Akasaka, Minato-ku, Tokyo 107-6211

3.Expenses
CCBJI Group’s procedures for disclosing and making corrections, etc. to the personal information will not require any expenses on part of the users of CCBJI Group's services. In cases 1. and 2. above, however, customers will bear the postage expenses for the documents sent to CCBJI Group for the requested procedures. Service users may also incur expenses when preparing documents for identification.

4.Procedures for the Disclosure of Personal Information and Corrections, etc.

The procedures for disclosing or making corrections, etc. to the personal information stipulated below may be reconsidered and revised as appropriate. In such cases, the revised version will be posted on the website.

5.Inquiries
Contact us below for any inquires on the procedures for disclosing personal information or on matters not mentioned above.

To the inquiry form

Basic Policy for the Proper Handling of Specific Personal Information

Coca-Cola Bottlers Japan Inc. and its group companies listed in 1 (excludes Q’sai group and CQ Ventures Co., Ltd.) (hereafter “CCBJI Group”) define a basic policy to ensure the proper handling of specific personal information, etc. as an organization.

1. Name of the company
•Coca-Cola Bottlers Japan Holdings Inc.
•Coca-Cola Bottlers Japan Inc.
•Coca-Cola Bottlers Japan Vending Co., Ltd
•FV Japan Co., Ltd
•Kadiac Co., Ltd
•Coca-Cola Customer Marketing Company Co
•Coca-Cola Bottlers Japan Business Services Inc.
•Coca-Cola Bottlers Japan Benefit Co., Ltd.

2. Compliance with relevant laws, regulations, guidelines, etc.
CCBJI Group will comply with the “Act on the Use of Numbers to Identify a Specific Individual in the Administrative Procedure”, “Act on the Protection of Personal Information”, and “Guidelines for the Proper Handling of Specific Personal Information (for Private Entities)” to ensure the proper handling of specific personal information.

3. Security control measures
As to the security control measures for specific personal information, we have separately established the “Regulations for the Protection and Handling of Specific Personal Information” and “Standards for the Safety Management and Handling of Specific Personal Information”.

4. Contact for inquires
Contact the link below for any inquiry or opinion regarding CCBJI Group’s handling of specific personal information.
Click here for inquiry form

5. Improvements
CCBJI Group will constantly make improvements in order to ensure the proper handling of specific personal information. We will also reflect such improvements in the basic policy from time to time.