Corporate Social Responsibility(CSR)

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With Customers

The Don Quijote Group considers all customer comments as requests. This reflects customer comments of any type in a positive light, encourages us to consider the comment from the perspective of “What does the customer want us to do?,” and carries the hope that we will work to achieve improvement. We seek to enhance customer satisfaction by responding sincerely to their requests.

With Customers image

Various measures for collecting and responding quickly to customer comments

To expedite responses to requests received via call center or website inquiry, we use STARS, a web-based system that consolidates customer comments. We also take advantage of the “majica” app to send questionnaires to customers using “majica” e-money to gather evaluations on stores and opinions about shopping experiences.
We seek to build a structure that enables us to reflect input from customers into better services and an enhanced merchandise mix as quickly as possible.

A section from STARS questionnaire, a new initiative to gather evaluations on stores and opinions about shopping experiences.

A section from STARS questionnaire, a new initiative to gather evaluations on stores and opinions about shopping experiences.

Responding to inbound customers from different cultural spheres

To make shopping more convenient for visitors to Japan, the Don Quijote Group offers tax-free services at nearly all stores under its umbrella, accepts China UnionPay credit cards as well as payment in foreign currencies, and provides free Wi-Fi services. In addition, the following variety of services are being developed.

Responding to inbound customers from different cultural spheres
Responding to inbound customers from different cultural spheres
Responding to inbound customers from different cultural spheres

■Began “majica” Premium Global service for repeat purchases after returning home
In October 2016, we began an e-commerce service for visitors to Japan. This service provides delivery of products to customers’ homes around the world after registering in-store and placing an order through our dedicated site or app.

■WeChat Pay smartphone payment for visitors from China—accepted at 37 domestic stores
In July 2017, Don Quijote launched a WeChat Pay smartphone payment service for visitors from China, with 37 stores in Japan accepting the cashless payment method. Shibuya Honten and Shinjuku Kabukicho in Tokyo and Dotonbori-Midosuji in Osaka became the nation’s first WeChat Pay flagship stores, which will reinforce information distribution for WeChat Pay users.

Reconstruction support—Kumamon design “majica”

To support reconstruction efforts in areas affected by the 2016 Kumamoto earthquakes, in July 2017 Don Quijote stores in Kyushu debuted “majica” cards featuring a Kumamon design. These exclusive cards, limited to 10,000 units, sold for ¥100 (incl. tax). All proceeds were donated as Kumamoto earthquake relief funds.
All stores in Kumamoto Prefecture have widened their circle of support to many customers through additional activities, such as Kumamoto specialty product fairs and photo opportunities with Kumamon.

Reconstruction support—Kumamon design “majica”

Kumamon design “majica ©2010 Kumamoto Prefecture Kumamon

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