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Quality and Customer Service

Management Approach

Materiality Rationale

In recent years, customers and other stakeholders have become increasingly concerned about the protection of consumer rights. Product safety, security, and accessibility are very important in this respect. Sony is expected to provide products and customer services that are high in quality from its customersʼ viewpoints.

Basic Approach

True to its Philosophy and Policy for Product Quality and Customer Service, Sony is wholeheartedly committed to improving product and service quality from its customers' viewpoints in order to maintain and enhance satisfaction, confidence, and trust. In particular, Sony is working to ensure product quality and improve usability and accessibility, in the conviction that its most important goal is to remain a highly trusted partner to all customers.

Main Achievements in Fiscal 2020

Here are the main results of fiscal 2020 initiatives:

  • Delivered product quality and customer service that exceeds customers' expectations by adhering to a wide range of internal standards
  • Gathered regulatory information as regulators in countries/regions move to establish laws and regulations concerning IoT security, and continued to operate internal frameworks to secure regulatory compliance
  • Developed startup guides with a focus on connecting and setting up products, using basic functions
  • Customer support staff attended regular training and seminars on new technologies and shared information on problem-solving to ensure truly useful service and information for customers.
  • Analyzed customer feedback (including on social media) to improve product and service quality
  • Posted convenient instruction manuals online to enhance searchability and improved online support
  • Recruited personnel with HCD skills and expanded internal training to promote HCD skill acquisition
  • Held lectures and events featuring internal and external experts to enhance employee understanding of HCD and accessibility
  • Accessible wireless handy TV speaker won the bronze award at the IAUD International Design Award 2020, for two consecutive years
  • The official website of Sony Life Insurance Co., Ltd. won the Accessibility Award at the 8th Website Grand Prix
  • PlayStation®4 software title "The Last of Us Part II" won the Innovation in Accessibility Award at The Game Awards 2020
  • Staged online exhibits for accessibility-related events worldwide such as the CSUN Assistive Technology Conference and TechShare Pro
  • Evaluated BRAVIA® and other products with testing and hands-on experience by people with disabilities.
  • In accordance with the Sony Group AI Ethics Guidelines, established an internal document stipulating requirements to be complied with in the commercialization process of Sony product in the electronics business
  • Established unified achievement standards and systems to improve accessibility, and operated across the Sony Group

Milestones

  • 2001:
    Sony CS Charter established
  • 2004:
    Corporate quality standards established from the customerʼs perspective
  • 2006:
    Corporate executive in charge of product quality and safety appointed, and rules enhanced for rapid reporting of product incidents to management
  • 2007:
    Sony Pledge of Quality established (revised in 2012) , and quality officers established for each electronics affiliate and region
  • 2009:
    Product security system enhanced, and Quality and Reliability Lab opened
  • 2014:
    Secure@Sony program established, allowing anyone to report security issues relating to Sony products, services, or websites
  • 2017:
    Sony Product Security Incident Response Team (PSIRT) launched and external initiatives enhanced

Looking to the Future

Sony remains committed to a fundamental policy of ensuring product safety, security, and accessibility, taking its customersʼ viewpoints into consideration in order to deliver product quality and customer service that exceed expectations. Sony will continue leveraging its worldwide network to collect and analyze information which can then be reflected in the next releases of products and services.

Activity Reports

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