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.

In September 2024, we updated the “Product Q&A” page on our website to help customers smoothly obtain the information they need. This has greatly improved usability, resulting in a significant increase in page access since its release. In addition, we added a function for rating and commenting on each Q&A item, a feature that was not available on the old page, which has allowed us to more efficiently reflect customer feedback collected by the Customer Consultation Office in the FAQ content. Through these initiatives, we are promoting customer self-resolution (effortless experience) and striving to improve CX (Customer Experience Value).

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 FY 2024, one of our employees won the runner-up prize in the national individual competition, and our company received the Excellence Award in the Corporate Telephone Response Contest.

Customer feedback is centrally managed through the CRM system “Hiyoko Line.” Weekly reports (“HOT VOICE REPORT”) are promptly shared with management and related departments, leading to improvements and refinements in our products and services.

We added the fragrance name to the front label of the main bottle, making it easier for customers to identify the scent in use and select the same product when repurchasing.

Through our owned media Kurashi ni Plus and the official ST Twitter (X) account, we value communication with customers and share information to make daily life more convenient and enjoyable. We also publish surveys and research results on consumer lifestyles, such as the “Survey on Seasonal Clothing Change in the Reiwa Era” and the “Sleep Habit Survey.”

Since 2023, we have been conducting the “Homeless Cat Support Project” to assist rescued cats and organizations for supporting them. Aiming to realize a society where all cats can live happily, we conduct interviews with rescue organizations about breeding conditions and issues, donate cat toilet products, and participate in cat adoption events.