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Performance Data

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Customer satisfaction

Customer satisfaction survey Since customer characteristics and business practices are quite different in each of our businesses, MHI Group does not conduct a uniform standardized customer satisfaction survey across the board. Each business unit utilizes their own optimized measurement method for Customer Relationship Management.

Thermal power systems:
Mitsubishi Hitachi Power Systems, Ltd., collects Voice of Customer (VOC) information through daily face-to-face communication. VOC information is classified into five categories (Maintainability and Operability, Consideration, Necessary Ability, Price, and Response Speed) to identify strengths and weaknesses. We work on areas such as technology development and Kaizen. Improvement activities based on the results of analyses are carried out on a daily basis.
In addition, the Company deploys web-based questionnaires specifically targeting overseas customers, with whom face-to-face communication is not easy, on an annual or biannual basis. The system collects and analyzes customers' comments on quality, price, and responsiveness of MHPS contact. The results are then used to further improve product quality and customer service.

Compressor:
Mitsubishi Heavy Industries Compressor Corporation conducts a customer satisfaction survey after each meeting with customers to gather customer feedback.

Air-Conditioning & Refrigeration:
Mitsubishi Heavy Industries Thermal Systems, Ltd., which engages B-to-C business in air-conditioners, ensures that customer input is always incorporated through the contact points set up with Internet, telephone, and so on.

Online strategy

Online strategy Thermal power systems:
Mitsubishi Hitachi Power Systems, Ltd. provides online surveillance of product operation and evaluation of predictors or potential signals of trouble while also issuing operational status reports for some customers.

Air-Conditioning & Refrigeration:
Mitsubishi Heavy Industries Thermal Systems, Ltd. provides a remote monitoring service that enables energy-saving and centralized management of operational status of centrifugal chillers, air-conditioners, and heat pump units. This service includes trouble-sign diagnosis and the analysis of the cumulated operational data to make customer proposals for further energy-saving improvements.

Engine & Energy:
The Engine & Energy division of Mitsubishi Heavy Industries Engine & Turbocharger, Ltd., remotely monitors the status of engine power plant via the Internet to find warning signs of trouble, and to prevent it.

Advertising activities

Responsible advertising activities MHI Group promotes advertising activities based on its business plans that target stakeholders in all global regions. As MHI Group moves ahead with its activities, the relevant department confirms facts to ensure that accurate information is provided to customers, and endeavors to abide by all provisions in related laws and industries. After running advertisements, the Department assesses the improvement in recognition level in each form of media and the spreading of the corporate image.
As part of our worldwide advertising strategies for fiscal 2017, we placed advertorials in the Financial Times (U.K.), Fortune (U.S.), Bloomberg (U.S.), The Economist (U.K.), BBC, and CNBC, as well as in leading newspapers in Japan (including the Yomiuri and the Nikkei). The advertorials gave a comprehensive introduction to MHI Group's operations and endeavored to communicate information with the objective of raising awareness among stakeholders in Japan and overseas.
Number of violations related to advertising, their content, and measures There were no legal or regulatory violations related to our advertising activities in fiscal 2017.

CSR