Our Pledge on Being Customer Oriented
We believe that the basis of our business activities is to contribute to enriched lifestyles and the development of society through food service by practicing the Skylark Group Management Principles.
1. Management that Listens to Customer Feedback
We will share customer opinions and requests received at our customer services center and from questionnaires conducted in our stores with management everyday, and strive to enhance our system for utilizing customer feedback in business management.
2. Creating Systems that Make Use of Customer Feedback
We will share the valuable opinions received from customers and utilize them to provide better products and services.
3. Appropriate Display of Information for Our Customers
- （1）We will comply with laws and regulations, and conduct marketing, advertising, sales promotions and labeling in a fair and easily understandable manner, from customer perspectives.
- （2）We will continue to enhance information related to food safety and security.
- （3）We will conduct food- and beverage-related marketing, advertising, sales promotions and labeling in an appropriate manner.
- （4）We will conduct marketing, advertising, sales promotions and labeling based on the concept of appropriate drinking, such as the prevention of drinking by minors and drivers.
4. Developing and Providing Products and Services that Help Solve Social Issues
- （1）We will develop and provide products and services that meet the health-oriented needs of our customers.
- （2）We will develop and provide products and services that match the diversification of lifestyles.
- （3）We will contribute to local communities by revitalizing them through our business activities and reinforcing the sustainability of our supply chain.
- （4）We will engage in initiatives to reduce the negative impact of climate change and environmental burdens from our business activities.
April 10, 2023
Makoto Tani Chairman and CEO
Governance
We have established the Group Sustainability Committee to drive sustainability management across the Group. This committee deliberates and oversees policies, targets, initiatives, and progress related to our materiality (key issue) of "Customer Orientation," and reports regularly to the Board of Directors.
For KPIs related to "Customer Orientation," targets are set for each responsible Executive Officer and Director (department head level). We ensure highly effective governance by employing a system where the level of achievement is directly linked to individual performance evaluations (such as bonus variations and evaluation grade determinations).
Furthermore, we have established a system where customer feedback and requests received by the Customer Service Office are made available daily as the "Voice of the Customer" for viewing by all management teams and departments. This information is utilized by the QSC Improvement Committee to review business operations and rapidly improve products and services.
Promotion Structure
Strategy
We recognize that addressing diversifying needs and improving customer satisfaction are indispensable for sustainable corporate growth. Therefore, we believe it is essential to listen sincerely to the voices of our customers and respond flexibly to change. Through our diverse brand portfolio, we cater to a broad customer base and aim to enhance customer satisfaction by providing services tailored to their needs.
Regarding the materiality of "Customer Orientation," we have identified the following risks and opportunities:
Risk Management
The Group Sustainability Committee oversees medium- to long-term risks and opportunities related to "Customer Orientation," while the Group Risk and Compliance Committee oversees risks in general. The two committees work in collaboration to designate a responsible department for each risk that needs to be addressed, and implement appropriate preventive and responsive measures.
The details of deliberations by both committees are shared with Outside Directors in our effort to ensure the transparency of our risk management system. Furthermore, we have established a structure in which Outside Directors serve as advisors to both committees, allowing us to receive insights and advice from an external perspective. The Board of Directors receives regular reports from the Group Sustainability Committee and oversees the status of risks and the overall management system.
Indicators and Targets
*Average store recommendation score from visiting customers.