0. What is CSight?
CSight is the collective name for a new customer satisfaction (CS) initiative promoted by MEGAVAX. By gathering feedback from customers and leveraging the wisdom of skilled craftsmen, we collaborate closely with manufacturers to make improvements and innovations, aiming to create more comfortable living environments.
We place great importance on the perspective of “Together, we see farther.”, swiftly transforming ideas gathered at construction sites and through after-sales follow-ups into tangible outcomes. CSight was born from these efforts to systematize our activities and further enhance both customer satisfaction and the quality of our services.
1. Introduction (What is TOTO’s CS?)
As a Manufacturer-Authorized Installation company, MEGAVAX is dedicated to providing services that prioritize customer satisfaction above all else, working in cooperation with TOTO to create more comfortable living spaces.
TOTO promotes CS (Customer Satisfaction) on a global scale and has established a robust system for sharing ideas both internally and externally, as well as for analyzing any defects or issues. In their unit bath customer delight survey, TOTO encloses a questionnaire with the product warranty, which customers fill out by hand and mail back.
Leveraging our many years of installation experience, MEGAVAX has consolidated and analyzed “craftsmen’s wisdom” and “direct feedback from customers” to contribute to product improvements and new product development. A prime example of our collaboration is our involvement in the development of TOTO’s flagship bathroom, the “TOTO SYNLA”, which highlights the strength of our partnership.
2. The Importance of the CS (Customer Satisfaction) Program
2-1. New Value Created by Customer Feedback
Customer needs and requests related to housing vary widely. Through our daily construction projects and after-sales follow-ups, MEGAVAX meticulously collects these real-life voices. Accurately identifying customers’ needs becomes a driving force for multifaceted enhancements, including improved comfort and durability, the development of new technologies and designs, and increased construction efficiency.
2-2. The Possibilities Expanded by Collaboration between TOTO and MEGAVAX
By collaborating with TOTO’s CS program, the information MEGAVAX gathers through our various customer touchpoints is directly shared with the manufacturer. This ensures that improvements—ranging from the smallest components to the entire unit bath—are implemented effectively.
A major strength of having the manufacturer and the authorized installation company work hand in hand is the ability to consistently pursue customer satisfaction from start to finish, in a way other companies cannot.
3. Efforts to Collect Questionnaires
3-1. Distributing Flyers through the Bath Remodel Outsourcing Service
MEGAVAX handles dozens of construction and management projects each day, allowing us abundant opportunities to interact directly with customers in diverse environments. Drawing on our track record and network, TOTO has requested our cooperation in collecting surveys for their Bath Remodel Outsourcing Service.
We use a campaign flyer created by TOTO for our joint activities. After confirming with the relevant personnel, we directly ask customers to respond to the questionnaire. TOTO also provides samples and perks such as “Free Pocket”, “Bath Chair”, and the “Easy-Clean Floor Brush” to encourage customers to share their feedback more casually.
Through these initiatives, we strive to motivate more customers to participate in the questionnaire, ensuring that their feedback reaches the manufacturer promptly.
3-2. “Linked Questionnaires” in Bath Remodeling EC
Furthermore, in our Bath Remodeling EC service, we have introduced a “linked questionnaire” system. While using our own web-based questionnaire, we also collect responses for TOTO’s customer survey, achieving a very high satisfaction rate.
Thanks to our longstanding collaborative relationship, we can efficiently combine the manufacturer’s survey with our web questionnaire, enabling a more comprehensive analysis of customer satisfaction.
For instance, customers shopping on our online renovation shop “REREPA” are asked to answer a web questionnaire that uses a “face scale”. This scale—also employed in the medical field—visually represents emotional reactions and helps reduce psychological barriers to participation. It is also easy to adapt for international use, making it highly effective for accurately capturing “real voices”.
The data collected is shared in joint meetings with TOTO and reflected in the development of new products, the improvement of existing products, and the optimization of construction processes.
4. Future Outlook
Further Increasing Response Rates
Moving forward, we will continue to refine our methods of distributing questionnaires and utilize digital tools to increase response rates. By gathering feedback from more customers, we will strengthen our efforts to enhance overall satisfaction.
Contributing to the Development of New Products and Services
By reinforcing our partnership with TOTO, we will implement more effective campaigns and promotions that directly channel on-site feedback into new technologies and products. We will continue striving to deliver optimal living environments to a wide range of customers.