Making Our Customers Feel Secure

Voluntary Declaration of Consumer-Oriented Management

The Kewpie Group makes every effort to earn the utmost trust of our stakeholders, including our customers.

Customer Service Office Response

We value our customers’ opinions and feedback. Our Customer Service Office aims to respond to comments promptly, accurately, and with sincerity, and is committed to leaving every customer satisfied.
Furthermore, the role of the Customer Service Office is to understand customer feedback and share it within the company to improve products and services.

Inquiries and Comments to the Customer Helpline

Inquiries and Comments to the Customer Helpline

*Does not include the number of voluntary recalls of Arrange Plus in FY2019, and the carbonara pasta sauce in FY2020.

Fiscal 2022 Nature of Inquiries

Acting on Customer Feedback

Every day we receive customer comments and requests that help us to review our products. Sharing this feedback within the company leads to improved products and services.

  1. 1Creating Customer Feedback Databases

    Depending on content, customer feedback is categorized as either a comment or an inquiry, and fed into our databases.

  2. 2Listening to and Analyzing All Feedback

    Our staff listen to all feedback and analyze it before sharing the information with relevant departments. Points requiring improvement are submitted for discussion.

  3. 3Discussing Proposals in the Customer Feedback Committee

    The Customers’ Opinion Committee, led by the head of the Quality Assurance Division, holds regular meetings that are attended by leading members from various departments, including the Customer Consultation Office. The meetings review and approve matters that require improvements.

  4. 4Examining Improvements in Development Departments

    R&D and product development departments examine products to be improved from various angles to determine direction and design.

  5. 5Trialing in Research Departments

    Our research departments collaborate with experts and container manufacturers to repeatedly trial and test improved products. They report progress to the Customer Feedback Committee and confirm that improvements respond to customer feedback.

  6. 6Launching New Products

    Once ease of product use and clarity of labelling have been rigorously checked, the new product that has been improved by customer feedback is ready for launch.

Product Labeling Initiatives

Food product labeling is indispensable information for customers as it enables them to select and use products with confidence. There are two types of labeling: compulsory labeling required by law, and discretionary labeling.

Compulsory Labelling

We have departments specializing in food laws and regulations to ensure that our labels meet all compulsory labelling requirements.

Discretionary Labelling

We create our own labelling for some products to display discretionary labels according to food laws and regulations and provide customers with even clearer information.

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