Customers

Dialogue with our Customers

KOKUYO Group values dialogue with customers. We sincerely accept opinions, requests, and suggestions from customers we receive on various occasions and strive to use these to develop and improve our products and services, and to improve customer satisfaction.

  1. ▼ Activity highlights
  2. ▼ A System for Utilizing Feedback from Customers
  3. ▼ Dialogues with our Customers

Kaunet Factory, an Interactive Furniture Showroom, Opens

Kaunet Factory, an Interactive Furniture Showroom, Opens

Kaunet Factory floor plan

Kaunet Factory floor plan

Kaunet Co., Ltd., which sells office products online and by fax, opened the Kaunet Factory, a furniture showroom, on the first floor of its headquarters building (located in Kamata, Ohta-ku, Tokyo). The Kaunet Factory addresses the recently increasing number of layout inquiries resulting from moving or remodeling small and medium-sized offices. This interactive showroom allows customers to not only check out actual products, but also view furniture pieces and design their layout on the spot. The showroom is composed of the following sections:

●Office chair area

Customers can select the size and level of support they prefer and then experience comfortable office chairs best suited to them.

●Desk area

Customers can select the ideal desk according to their intended use and available space, and experience the width and depth of the top board. They can also try out various options designed to improve work efficiency.

●Simulation area

Drawings and numbers cannot easily convey the actual feel of a workspace. In this area, one of our consultants can assist the customer in creating a simulated layout of the customer's work space using actual products.

●Consultation area

Office furniture professionals not only respond to customer's requests, but also point out potential problems and issues customers might not easily realize on their own. Furthermore, for customers using the simulated office layout service, immediately after the customer tries out various products, the drawing is corrected on the spot to incorporate any changes on a real-time basis and the customer can confirm the changes on 3D images.


Kaunet uses the information it obtains through direct communication with customers using these platforms and listening to their frank opinions, to develop future products and provide better services.

※ For details, please visit→the Kaunet Factory webpage.

A System for Utilizing Feedback from Customers

In order to share customer feedback across the entire group, we use the intranet, VoiceClip, to share feedback of customers with all of our group employees (customer personal information is excluded beforehand). Both angry complaints and words of appreciation from customers are updated weekly on VoiceClip. Since 2012, we have been working to improve visualization by displaying customer feedback on the top page of the Group's intranet. Additionally, the customer feedback submitted to the customer support center is summarized in a database (personal information excluded), VoiceDB, so that Group employees can access the database to freely navigate through previous feedback as needed.

A System for Utilizing Feedback from Customers

Soft Ring® Notebooks and Memo Pads <Colorful> (dotted ruled lines) (perforated)

Soft Ring® notebook and memo pad product line-up

Soft Ring® notebook and memo pad product line-up

oft Ring® memo pad in use

Soft Ring® memo pad in use

In March 2015, KOKUYO launched the Soft Ring® notebook (in Semi B5 and A5 sizes), which is bound with "Soft Rings" made from a resin that do not interfere with writing.

Since its launch, this novel notebook achieved cumulative sales of over 5 million units by the end of September 2017.

Many of the customers who purchased Soft Ring® notebooks indicated that they would also like to have a pocket-size version that would be easy to carry and handy for taking notes.

As this customer request matched the wish of the department in charge to expand the Soft Ring® notebook product line-up, a memo pad in a modified A7 size and notebooks in B6 and A6 sizes were launched in November 2017.

Dialogues with our Customers

The internal structure of the Customer Support Center was changed.

In November, the structure of the Customer Support Center was significantly changed. Under the new structure, the support person who receives a customer inquiry is required to see to it that the inquiry is fully addressed to a satisfactory conclusion. This requires each support person to possess ample product knowledge and the ability to understand and solve the customer's true issue. Therefore, a new team was formed to support and enhance these efforts so that the entire customer support organization could work together to solve customer issues. Meanwhile, a new team for collecting and analyzing customer opinions was also formed, with the collected information being utilized in products and services as well as to provide improved services to customers.

The goal of the KOKUYO Customer Support Center is to provide customers with KOKUYO-style useful support while flexibly coping with societal changes.

Kaunet Holds First-ever Exposition "Kaunet Festival"

Kaunet Festival

Event venue crowded with many visitors immediately following the opening

Event venue crowded with many visitors immediately following the opening

With the goal of increasing the convenience and member benefits of Kaunet, our web- and FAX-based office product sales site, a first-ever exposition "Kaunet Festival" was held on December 14, 2017. Thirteen suppliers, including KOKUYO Stationary Business Division, co-sponsored the event, helping to make it more festive.

At the festival, our employees promoted the benefits of Kaunet services, centered on Kaukore products (Kaunet original products), directly to visitors and conveyed KOKUYO's approach. We believe that the event enabled visitors to experience Kaunet's appeal firsthand. We will utilize the valuable opinions received from customers for future service improvement.

Creating Model Office for "Reforming People's Work Style" through Collaboration with Customers

The completed model office. In the future, the two companies will work together to make suggestions on various issues such as

The completed model office. In the future, the two companies will work together to make suggestions on various issues such as "Reforming People's Work Style", while utilizing their respective offices.

The Chugoku branch of KOKUYO Marketing Co., Ltd. received a letter of appreciation from NTT Facilities Inc. Chugoku Branch for its contribution in building a model office that supports the concept of "Reforming People's Work Style" that NTT Facilities is aiming to achieve. The recent remodeling was positioned as a model office of Reforming People's Work Style that can actually be experienced by customers. It can be said that the collaboration between NTT Facilities, an expert in facility making, and KOKUYO, an expert in office making, was the major factor in successfully creating the first innovative new office in the country.

The office received the Thirtieth Nikkei New Office Awards (2017) - Chugoku Region Block New Office Promotion Award (Award given by the Director-General of the Chugoku Bureau of Economy, Trade and Industry).

Interview Training Based on New Skill Indexes

Based on the New Skill Indexes revised in FY2016, we conducted interview training in 2017. The training included a course on understanding the importance of comprehending customers' true needs and providing solutions that exceed customer expectations, as well as a practical skills seminar to enhance listening skills to draw out customer profiles and usage scenarios so that these solutions can be provided. The course described case studies in which listening resulted in solutions that exceeded customer expectations, as well as in-house initiatives to develop new products or improve products based on customer feedback. In the practical skills seminar, operators were divided into pairs and trained in listening skills using role play.

Another goal of the KOKUYO Customer Support Center is to provide customers with KOKUYO-style useful support by understanding their true needs and striving to provide solutions that exceed customer expectations.