Customer Satisfaction

Enhancing Customer Satisfaction

Aiming for Customer-Oriented Services

The Customer Assistance Center responds to a wide range of product-related inquiries from customers—approximately 1.44 million annually—so that we can provide customer-oriented support. To this end, the center meets periodically with product development departments to give them feedback in the form of customer inquiries, which leads to the development of improved and new products.

We also utilize our customer support website to respond to the diversifying needs of our customers.

Going forward, we aim to improve customer convenience by enhancing our customer support website and reorganizing our inquiry process to make it more user-friendly for a wider range of customers.

In addition, we will pursue AI-driven initiatives to make it easier for customers to resolve issues on their own through our customer support website.

Number of Calls Received from Customers in Japan

Expanding Support Channels

To meet customer needs, our customer support website began offering chatbot support in October 2018, and, in November 2020, we began providing an operator chat service exclusively for Cocoro members.

As smartphones have become more widespread, customer needs have shifted from telephone support to online channels such as chatbots. Therefore, in April 2026, we removed the restrictions on operator chat support, which was previously limited to members, and made it available to all customers. This has improved our support channels, making them more accessible to a wider range of customers.

Improving Response to Customers

As the face of Sharp, customer consultants study products and learn how to interact properly with customers before they start their jobs. Even after they have begun their jobs, consultants periodically undergo training and study sessions to boost their skills.

The department that runs the Customer Assistance Center improves person-to-person dealings with customers by having consultants take periodic qualification upgrading tests to brush up their customer service and quality control skills. It also uses text messaging to conduct questionnaires, which will help better respond to customer wishes and improve the support site.

Skills Training and Qualification Upgrading

Improving Accuracy in Accepting Repair Requests

When a customer has an issue with a product they purchased, the details taken down by the Customer Assistance Center when accepting the repair request will have a significant impact on the subsequent repairs performed.

Our consultants use a knowledge system to diagnose product faults, and this diagnosis is used to procure the necessary product parts. The repair technician takes these parts to the customer’s location so that repairs can be completed in a single visit.

Fault Diagnosis Example (Refrigerator’s Automatic Ice Maker Not Working)

Reliable Operation

We recognize that ensuring the Customer Assistance Center is able to provide customer support even in challenging times, such as during natural disasters like earthquakes and typhoons, is a crucial social responsibility.

To ensure continued operation of our customer support services even during emergencies, our customer support offices are distributed across multiple locations, allowing each to complement the others’ operations. Even if some locations are affected by a disaster, other locations can provide support, enabling stable provision of customer service in accordance with our business continuity plan.

Reasonable Accommodations

Since April 1, 2024, in accordance with the revised Act for Eliminating Discrimination against Persons with Disabilities, we are gradually working to improve web accessibility so that all customers can use the support site.

We also take part in seminars on the telecommunications relay service*, which is used by people with hearing or speech difficulties, to deepen our understanding of issues such as how to make phone usage easier for people with hearing or speech impairments. We are committed to operating a people-friendly Customer Assistance Center so that no customer who needs support is left behind.

• A service that allows people with hearing or speech impairments to communicate by phone with people who are not hearing impaired by using an interpreter operator to translate the conversation between them via sign language, text, and voice.

Main Examples of Web Accessibility Support

Enhancing Customer Satisfaction through After-Sales Service

Managing Impact on Customers and Customer Satisfaction

In the Sharp Group, we consider products and after-sales services to be material issues because they directly impact customer safety, convenience, and quality of life. In particular, we recognize that product defects and delays in service response not only reduce customer satisfaction but also lead to inconvenience in daily life and a decline in trust.

After-Sales Service System

In the Sharp Group, we consider maintaining and improving customer satisfaction to be a material issue, and we are developing and strengthening various systems to achieve this. Furthermore, we have established a system to incorporate customer feedback into product improvements and service quality enhancements, and we are committed to providing highly reliable services through continuous improvement.

After-Sales Service System

• An after-sales service system encompassing service bases in Japan and overseas
• Product improvements in collaboration with product development departments
• Repairs accepted 365 days a year
• Placement and training of service engineers with specialized technical skills

• CS: Customer satisfaction

Flowchart

Repair and Servicing System (in Japan)

Repair of Sharp products in Japan is carried out by Sharp One Stop Service Corporation.

With over 90 service bases nationwide*, we offer both on-site and in-store repair services. Our highly skilled service engineers, who are rooted in their local communities, provide repair services to ensure customer satisfaction.

The entire company works together with a user-oriented mindset to satisfy customers and realize its slogan: “A customer’s smile makes my job worthwhile.” We will continue to pursue customer satisfaction so that customers choose Sharp now, next time, and every time.

• As of May 2026.

Voice

Customer Smiles Inspire Us to Improve Repair Quality

In our in-store repair department, we treat each product entrusted to us with sincerity, striving to provide prompt, reliable, and reassuring after-sales service. Compared to our on-site repair department, we don’t have as many opportunities to speak directly with customers, but we compensate for this with meticulous work that extends to even those parts that the customer can’t see, thus ensuring that our customers can use their products with peace of mind.

During daily inspections and repairs, we thoroughly check every detail to ensure that even the smallest abnormality is not overlooked, and we perform our work with a high degree of precision. Furthermore, we actively share technical expertise and acquire new knowledge to prevent the reoccurrence of malfunctions and to improve quality.

We will continue to provide high-quality repairs so that our customers will choose Sharp now, next time, and every time. We will also continue to offer after-sales service with a sense of responsibility and pride so that customers can use their valued products with confidence for many years to come.

Customer Questionnaires

Sharp One Stop Service Corporation conducts web-based surveys for customers who receive on-site repairs, asking about everything from initial inquiry and appointment to product repair. Customer feedback and requests are actively collected and analyzed with the aim of expediting response times and improving product and service quality.

Number of customer questionnaires answered
Fiscal 2025: 77,711; customer satisfaction rate 96.7%

Example

Recognizing the impact our products and services have on our customers’ daily lives, we position customer satisfaction not merely as an evaluation metric, but as a social responsibility. Moving forward, we will continue to listen to customer feedback, strengthen our ongoing improvement efforts, and endeavor to provide even higher quality and more reliable services.