Improving satisfaction by putting
the customer's perspective first

Grasping the level of customer satisfaction and reflecting it in our services

We recognize the results of customer satisfaction surveys and customer opinions and requests as important hints for our company management, and use them to improve problems and services. Opinions, requests, and compliments from customers received through our website or received directly by employees are accumulated in our "Customer Voices" database. This content is published on our in-house network, where employees can view it to improve operations and services. There were 2,060 customer voices received in FY2023.

 

Providing customer-oriented services

In order to become the Nankai of choice for our customers, we provide a variety of services from the customer's point of view. In terms of providing comfortable services, we launched the Nankai/ Semboku Support Hotto Net service in July 2024, which is the first such service in the Kansai region, allowing customers to make advance reservations for assistance from staff. Until now, customers who required assistance had to inform station staff when they arrived at the station, but with the introduction of this service, it is now possible to apply for assistance via the official website or the Nankai Railway official app (Nankai App) (applications must be made by 6 pm the day before). The information on customers who have applied online is automatically sent to the smart devices of station staff via the system. By having customers apply in advance, we will be able to provide smooth customer guidance and safe, secure transportation.

Assisting customers getting on and off the train

In terms of increasing the number of "Nankai fans," in response to requests from many customers, in September 2023, we changed the 6000 Series stainless steel cars, which have been in service for over 60 years since 1962, from their current design with blue and orange line colors and the NANKAI logo to a nostalgic unpainted version. In addition, in order to further refine our customer-oriented actions, we share the words of praise we receive from customers about the services provided by each department in internal newsletters and other publications.

Through these initiatives, we will continue to deepen our efforts to improve customer satisfaction.

6000 Series with unpainted design

 

Newly established common CS activity guidelines for the Public Transportation Group

With customer expectations for transportation and transport services increasing, we have formulated the Public Transportation Group Customer Satisfaction Activity Guidelines (hereafter, "the Guidelines") as the first step in our efforts to continue being a Nankai Group that customers choose. These guidelines were completed after active discussions that incorporated the opinions and ideas of Nankai Group employees and staff with diverse backgrounds, and it is hoped that they will function as a benchmark so that the entire Public Transportation Group can share a common understanding.

In the future, we plan to use the Guidelines to improve and review the initiatives of the Public Transportation Group related to customer satisfaction. For example, we are planning to hold a reception contest and exchange opinions across workplaces and companies, and we will provide safe and secure transportation services while deepening our relationships with customers and improving the quality of our services as a unified Public Transportation Group.

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