Customers

Our corporate group plans, designs, manufactures, and sells products with the aim of providing customers with "appropriate quality" and "safe and secure" products. At each stage of planning, designing, and producing products, we check the safety, effectiveness, environmental and legal compliance of "raw materials, formulations (contents), containers, packaging, labeling, etc."
At the stage of sale to customers, the quality control division collects and analyzes opinions and information regarding products from customers, takes measures for improving quality, and has established a system for responding to accidents and damage, disclosing information to governments and customers, recalling products, and preventing recurrence in cooperation with the customer service office.
In addition, the pyrethroid-based mothproofing agent production lines of our factories in Fukushima, Saitama, and Kyushu have obtained "ISO9001" certification, and the factory in Tochigi (S.T. MYCOAL) has obtained "ISO9001" and "ISO13485."

In accordance with “ISO 10002,” an international standard for dealing with complaints for quality management, customer satisfaction, and organizations, we announced the “basic policy for satisfying customers” and the “course of action for attending to customers” as the “basic policy for attending to customers” on March 5, 2024. In addition, we obtained a “written opinion of a third party” regarding conformity from the Association of Consumer Affairs Professionals (ACAP) on May 14, 2024, because our system for responding to comments of customers complies with the international standard “ISO 10002*,” and declared that our company complies with the standards on October 2, 2024.

*ISO 10002 is an international standard that indicates the guideline for dealing with complaints that was issued by the International Organization for Standardization. This is a management system for dealing with complaints swiftly and objectively while caring for customers.

The basic policy for attending to customers is available here.

Self-declaration of conformity with ISO 10002

Written opinion of a third party issued by ACAP

As people spend more time online, more customers are researching store locations on company websites before visiting. In response, we launched a store locator system in December 2022, enabling customers to find stores themselves anytime, 24/7. This system is designed to ease the customer experience, and since its introduction, it has been accessed frequently.

To improve customer satisfaction and service quality, we participate in the Telephone Answering Competition organized by the Japan Telecommunication Users Association every year. Our goal is to develop skilled individuals who can enhance customer satisfaction through better communication and responsiveness. Competing with participants from many other companies helps us objectively evaluate the strengths and quality of our own telephone support, which in turn supports our training and development efforts. In 2023, we won the Tokyo competition and advanced to the national finals for the second consecutive year.

We quickly share customer feedback with management and relevant departments through a “HOT VOICE REPORT,” which is then used to enhance our products and services. In addition, our Customer Consultation Office has created the “Customer Feedback Experience Booth,” where employees from other departments can directly listen to customer feedback. This allows them to grasp emotions and nuances conveyed through tone̶things that can’t be fully understood from written reports̶helping deepen their understanding of our customers.

Customers had mentioned that once the packaging film was removed, it was difficult to know what the product was for. Now, labels on the container clearly indicate the intended use, making it simple to identify the product's purpose.

For our customers, we disseminate information that makes everyday life a little more convenient and enjoyable through our owned media “Kurashi ni Plus.” Under the supervision of experts, we introduce useful information and countermeasures for everyday-life trouble, such as “seasonal change of clothing,” “cleaning,” and “countermeasures against ticks.” We also share research findings and the results of surveys on consumer lifestyles, such as the “Reiwa Wardrobe Change Survey” and the “Sleep Habits Survey,” through our website.

In 2023, we launched the "Rescue Cat Support Project" to support rescue cats and cat protection organizations. In recent years, the number of households keeping pets has increased, but it has become a social problem that many dogs and cats are rescued due to abandonment for the owner's convenience.
In order to address these social issues, we visit cat protection organizations to hear about the actual situation and issues of keeping, donate cat litter boxes to cat protection organizations, and participate in rescued cat adoption events. Through these activities, we aim to realize a society where owners and cats can live happily together.