India: Nikon India Private Limited

Utilizing the opinions voiced by customers to improve after-sales support

NIND has launched "Happy Call," an initiative where NIND call customers who have previously put in a request for repair and ask them in person about what they thought of the response provided by the service center. This activity enables the company to confirm customers' satisfaction level from their own words. As well as assisting NIND to understand and improve the service level in terms of customer satisfaction, repair time, and ratio of repeat repairs, it has also narrowed the sense of distance between NIND and their customers, and has enabled the company to get a more accurate grasp of customer expectations.

Call center

Further enhancing Nikon's quality and trustworthiness: The motive behind adopting the "Happy Call" activity was that we wanted to further enhance the quality and trustworthiness that Nikon had earned over the decades. In order to maintain a high level of service, we also made additional improvements to this activity while taking local customs and cultures into consideration. On average, we speak with 500 customers every week. Listening to the views of customers firsthand is very meaningful. We will continue to strive to improve customer satisfaction while resolving any problem areas raised by customers.

Tarun Siwach
Call Center Supervisor
Nikon India Private Limited