【TOTO Co., Ltd.】
One year after the launch of the “Anshin Remodeling Strategy”, the number of remodeling actual cases published on the TOTO Reform Site has grown approximately threefold
TOTO Corporation One year since the launch of the “Anshin Remodeling Strategy”, the number of reform case listings on the TOTO Reform Site has grown approximately threefold Voice of “Anshin” from many customers ………………………………………………………………………………………… TOTO Co., Ltd. (Head office: Kitakyushu City, Fukuoka Prefecture; President: Kitamura Yen) launched the “Anshin Remodeling Strategy” last April to realize “Anshin Remodeling”, and it has been a year since. The number of reforms on the TOTO Reform Site has been tripled to approximately 6,000 at the start. The number of accesses to the site has also steadily increased approximately twice. And, from April, the guidance to each content has been updated more easily.
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A year has passed since the launch of the Anshin Remodeling Strategy, and there have been many concerns and concerns about reform. From those who used the Remodel Support Desk, many answered that they were “reliable to reform” in the telephone-related questionnaire. The number of consultations is also about three times higher than the starting April, and the monthly average for October to March is about three times higher. In the future, the “next-generation housing point system”, which will be introduced in line with the October consumption tax hike, will also increase interest in remodeling. TOTO will continue to stay close to customers with “Anshin Remodel”, remove concerns about renovation, and propose a comfortable life after renovation. “Anshin Remodeling Strategy” Progress of Four Points 1. TOTO Remodel Library (TOTO Reform Site) -About 6,000 actual cases posted, about twice as many site accesses
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Remodel library which publishes useful information such as “indication of cost including construction cost” “example” “how to proceed” that the customer wants to know when remodeling. At the beginning of the project, approximately 2,000 cases were listed, but now it is approximately 6,000 after one year.
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With the increase in the number of remodeling examples posted and the recognition of the site, as a site that helps to create an image of remodeling, the number of browsing is used approximately twice compared with the old site. In terms of the number of accesses by content, the top is “Find a store (reform store)” and then “Reform example”. While there is no daily connection with remodeling stores, there seems to be a high interest in reliable remodeling stores. In the future, we will further enhance the introduction of examples and also enhance the content using videos. We will aim for 10,000 cases in fiscal 2019. 2. TOTO Remodel Support Desk
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-Number of consultations: about 3 times, “I went to the next step to reform” Answer: about 82%- Remodel support desk which can talk about trouble about reform by telephone and email 365 days. About 80% of inquiries to the Remodel Support Desk came from customers before the renovation, and the monthly average for October to March has nearly tripled compared to the number for April.
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The contents of the consultation are 60% for product consultation before purchase, 16% for consultation on supplier selection, and others are consultations on how to proceed and plans for renovation, and about half of them are “toilet”, about 30% by site. Is the bathroom. In addition, about 50% of the 50 to 60 generation accounts for the age of the customer who consults. About 90% of those who have consulted said that they have “relief on remodeling”, and more than 80% said that they have advanced to the next step in remodeling.
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The Remodel Support Desk also offers consultations about your concerns and complaints not only before remodeling but also after remodeling. In response to complaints after renovation, we support not only TOTO products but also products and construction other than TOTO that make up the space. Going forward, we will promote “Anshin Remodeling” so that more customers can take a step in remodeling.
■ Phone-enabled customer survey (n = 256)
■ From the TOTO Remodel Support Desk Customer Survey (November 2018-March 2019)
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3. TOTO Remodeling Pro-Shop -Improve customer satisfaction with unique “security criteria” settings- We will guide the remodeling stores (remodeling club member stores) recommended by TOTO as “TOTO remodeling model shops” to meet the needs of our customers. In April, a year after TOTO set its own “Anshin Standard”, all Remodel Club member stores became stores that meet the standard. Customers can also search the Remodel Club member stores that match their needs according to the scale and work content of the renovation. In addition, customer feedback and practical examples from customers entering the Remodel Support Desk are summarized and provided as a training menu or booklet to Remodel Club member stores. Many members of Remodel Club also noticed their customers’ anxieties and helped them improve their quality. We will continue to work with Remodel club members to deliver “Anshin” and improve the quality of remodeling. 4. TOTO showroom -Work with Remodel Support Desk to provide customers with “safety”- At 100 TOTO showrooms across Japan, we offer consultations with customers in real time. When guiding customers who have consulted at the remodeling support desk to the showroom, we share smooth consultation content in advance to provide smooth suggestions for customers to feel “safety”. In addition, using the remodeling library, “provide price including remodeling for construction cost”, “procedure of remodeling”, “reform actual example and image case” are provided, and “the advice was given by the customer” voice from the customer There are a lot of We will continue to deliver relief to customers while collaborating with each department. <ReferenceTOTO pioneered "Remodeling Declaration" in 1993 ahead of other companies. Over the next 26 years, we have continued to propose new lifestyles to our customers, and we have evolved our remodeling from “I was in trouble” to “Provide satisfaction above expectations”. The "Remodeling Anthropic Declaration" in April 2018 aims to deliver an added "anshin" to the remodel to customers, as it is, with the existing remodeling philosophy unchanged. As a pioneer in remodeling, we will continue to make Japan's remodeling more attractive and challenging.
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