CUSTOMER SERVICE POLICY

I-ne Group’s Mission statement, “We are Social Beauty Innovators for Chain of Happiness.” guides the following Basic Policy and Code of Conduct. In line with this Mission, we prioritize effective communication with our customers to ensure that we meet high standards of quality and safety in our products, services, and interactions and incorporate customer feedback into our business practices. Our goal is to continually maintain, enhance, and secure customer satisfaction.

Basic Policy

• “We are Social Beauty Innovators for Chain of Happiness.”

  In other words, our Mission is to spread happiness to everyone we engage with.
  This starts with our customers, who we consider to be our Bosses(our customers). Our basic policy for customer service is to listen to the customer, empathize with their feelings, and respond to their needs.

Code of Conduct

• What does the Boss want?

  We take a personal interest in every job we do and place ourselves in the boss’s shoes.

• Professionalism

  We continuously deliver customer feedback to our team and identify how we can improve our products and services as part of an ongoing commitment to improving quality.
  We always uphold professional ethics.

• Fairness and Integrity

  We always express our gratitude to every customer, ensuring that we respond with honesty and integrity.
  We maintain a firm stance against any unreasonable demands, ensuring we respond with fairness and integrity in all situations.

• Chain of Happiness

  Through our communications with our Bosses(our customers), we take action to create a chain of happiness that extends to everyone we engage with.

Organizational framework

1. 01Brand teams

   Product planning

   The brand team regularly analyzes customer surveys and feedback data to understand the ideal products for our customers, continuously striving to create products that achieve high customer satisfaction.

2. 02QA / Product development depts.

   Quality improvement

   The quality assurance team passes customer feedback to the product development team to guide the development of new products and the improvement of existing products.

3. 03Operational departments

   Communicating product quality

   Operational departments use several channels to inform customers of our brand values, product features, and usage instructions. These channels include brand websites, social media, and billboard advertising.

4. 04Risk management team

   Coordinating risk responses

   When an emergency or irregularity occurs, the risk management team coordinates swift action to deal with the situation. The team always collects and communicates risk information to ensure that our risk responses are well-informed and deal with the customer fairly and impartially.

Customer service initiatives

• Sharing VOC data

  We maintain a database of voice-of-the-customer (VOC) data summarizing what our customers want, need, and expect. We analyze this data to identify how we can make our products and services better and more innovative.
  When customers provide feedback regarding a product, service, or interaction, we share this information with the relevant departments to facilitate necessary improvements to enhance customer satisfaction.

• Happy Voice (positive feedback)

  We have an initiative called Happy Voice, in which we share positive customer feedback with all employees. We believe that such feedback is evidence of delivering happiness to our customers.
  Hearing happy customer feedback motivates us to continuously improve our products and services.

• Customer service representatives

  We have a team of customer service representatives who are always ready to listen and address their concerns. Each team member is committed to improving service quality and ensuring a better customer experience.

• Customer surveys

  We conduct customer surveys to gather feedback and satisfaction regarding our products, services, and interactions.
  We share the feedback internally so teams can implement the necessary improvements to meet customers’ expectations.

*I-ne Group: I-ne, I-ne’s subsidiaries, and other group companies

Enacted: April 1, 2021
Revised: October 1, 2024
Yohei OnishiChief Executive Officer
I-ne Co., Ltd.