Social
Labor Practices
To keep our employees motivated over the long term, we have set recruitment selection based on an empathy with our corporate philosophy and atmosphere, and we look into not only skills but also values and humanity, such as their aspirations for fashion and our services, how they would contribute to the community, and what kind of people they want to become. In addition, we are improving the environment by examining personnel systems and training based on a fixed-point survey of employees so that they can work in a manner suited to their diverse lifestyles. On the other hand, in order to realize our corporate philosophy, we believe that it is essential for employees to work with fun. To this end, based on the concept of EFM (Employee Friendship Management), we plan and implement measures to build cross-sectional links between employees. We also centrally manage information on employees in the personnel database, and strive to allocate personnel in the right place so that each and every employee can maximize their capabilities.
Creating a Comfortable Working Environment /
Occupational Health and Safety
We are also working on creating an environment that makes it easier for employees to work. For example, the lounge of ”ZOZOBASE” logistics centers have colored and greener interior furniture, creating a space that differs from a typical ordinally warehouse. This reflects the desire of employees working in the warehouse to relax in the breaktime and to cultivate their sensibilities as employees of a fashion company. In the main office, we are implementing a variety of measures to facilitate communication among employees, such as removing partitions between desks and securing enough meeting spaces. In addition, the Safety and Health Committee holds monthly meetings, which are attended by representatives of workers, observers (industrial physicians) and company representatives. The Committee discusses a comfortable working environment led by employees. The subjects cover these by discussing the status of occupational accidents and the working environment at each site, and by checking overtime hours and the amount of work for employees to discuss the appropriateness.
Establishment of Employee Representatives
In accordance with the labor-related laws of Japan, we selected representatives from the employees of each business location who act as employee representatives in deliberating changes to employment regulations and the signing of labor-management agreements with the corporation.
Living wage
Employees are paid wages above the minimum wage standard, which exceeds the standards that comply with relevant laws and regulations in each country. We are also striving to improve the workplace environment, enhance benefits and welfare in light of the conditions surrounding society.
Specific Initiatives to Reduce Overtime Working Hours
We strive to create a pleasant working environment, giving consideration to work-life balance, so that employees are able to fully demonstrate their abilities.
- Calculate a forecast of monthly overtime hours in the middle of each month, and request business coordination from managers if there is a possibility of overtime hours exceeding 45 hours.
- The attendance system will send an alert to managers if overtime hours exceed 30 hours, 45 hours and 60 hours.
- When overtime exceeds 80 hours, interviews will be conducted with an industrial physician and HR division to discuss future measures.
- Introduced RPA to streamline operations.(some divisions)
* Our company has established work rules based on labor laws and labor-management agreements. These rules cover appropriate working and break times, overtime, late-night work, holidays, and leaves. (Basic Human Rights Policy)
”ZOZOBASE” Logistics Centers
Since safety assurance is a key issue for "ZOZOBASE", we are working to prevent occupational accidents, ensure the safety and health of employees, and create and promote a comfortable working environment.
Establishment of Safety and Health Committee
We have established Safety and Health Committees at each site to report and confirm occupational accidents, overtime, the number and reasons for absenteeism, the status of necessary qualifications and member lists, hazard indications and corrective actions through patrols, and risk assessment updates. The Safety and Health Committee is heldmonthly as required by law.
Safety and Health Committee Structure
Occupational Safety and Health / Preventing Industrial Accidents
In-house inspection score
Score the safety standards and regularly inspect them to check whether they are met.
Truck berth fall prevention fence
From the viewpoint of safety measures, a prevention fence is installed to prevent falling from the truck berth.
- Truck berth: Space to contact trucks for loading and unloading
Safety awareness poster
Post safety awareness posters with ZOZOBASE concept of Smile Delivery (delivering joy to customers).
Environmental improvement questionnaire
Conduct a questionnaire on the working environment for workers, and make improvements based on the results.
Near-miss questionnaire
Conduct a questionnaire on the experiences of near misses among workers and take measures based on the results.
Heat Stroke Measures (July to September)
Provision of free vending machines
Free vending machines are installed for water, tea, and sports drinks.
Provision of salt candy
Distribution of salt candies that can replenish salt.
Spot cooler installation
In addition to cooling equipment, spot coolers are installed.
List of Training Programs Implemented in Fiscal 2022
| Training Name | Subject Person | Participation rate | Training details | ||||
| Post-employment training for new graduates in business division |
Business division new graduates |
100% | We provide training to promote understanding of our history and culture and the services we operate, and to acquire the knowledge, manners, and business skills that form the foundation of our business people. | ||||
| Post-employment training for new graduates in development & designer division | Development division new graduates Designer division new graduates |
100% | We provide training to promote understanding of our history and culture and the services we operate, and to acquire the knowledge, manners, and business skills that form the foundation of our business people. | ||||
| Study sessions for new section chief | New section chief | 100% | We have provided training to get management skills such as development, evaluation, and management, and mental attitude. | ||||
| Management workshop (twice) | New section chief | 100% / 100% | We conduct monthly workshops to share knowledge about management with the aim of improving management skills. | ||||
| 1on1 training | Managers | 100% | We provide training for the above section chief to improve skills to promote methods of communicating with subordinates and developing skills such as support for problem solving and target achievement in conducting 1on1 with subordinates. | ||||
| E-learning for checking understanding of evaluation guidelines | Managers | 91% | We have provided all employees training to include the purpose of the evaluation system on a variety of topics, how to prepare for it, and how to set goals for further growth of those being evaluated, with the aim of promoting a better understanding of the evaluation system. | ||||
| Communication work by general manager | All general managers | 100% | We have workshops for all general managers with the aim of building communication and sharing views. | ||||
| Secure programming training | Engineers | 82% | We have established a variety of themes, such as security principles, attack principles, countermeasure policies, and sharing on-site know-how, and provided training for all employees to develop with a secure perspective. | ||||
| Information security and cyber security training (twice) | Full-time employees | 67% / 100% | We have established various security-related themes such as data security, data privacy (personal information), and information management and provided training for security operations in accordance with ISMS operations for all employees. | ||||
| Group security month e-learning | Full-time employees | 85% | We have established various themes such as countermeasures, based on actual examples of risks and incidents surrounding daily operations, and provide training for all employees to learn about security risks, incident mechanisms, and risk management. | ||||
| Training on the revised personal information protection law | Full-time employees | 67% | We provided training for all employees to promote their understanding of the personal information protection law. | ||||
| Compliance training | Full-time employees | 100% | We have established a variety of compliance related themes, such as compliance with laws and regulations, anti-corruption, and the elimination of harassment, and provided training for all employees to promote understanding of compliance. | ||||
| Sustainability / SDGs e-learning (twice) | Full-time employees | 87% / 89% | We have provided training on various themes, such as the environment including climate change, waste, biology, natural capital, and society such as human rights and discrimination, DE&I, women empowerment, and social contributions, with the aim of understanding and promoting sustainability for all employees. | ||||
| Intellectual property training | Full-time employees | 89% | We have established a variety of themes, such as basic knowledge of intellectual property, the relationship between a company's business activities and the intellectual property system, the patent system, the design system, and the trademark system, and provided training for all employees to promote understanding of intellectual property. | ||||
| Targeted attack email training | Full-time employees | 100% | We provide training on responding to targeted attack emails for security measures using actual examples of basic knowledge and how to deal with targeted attack emails for all employees. | ||||
| Compliance data security study session | Part time Temporary staff |
89% | We have conducted study sessions on compliance with laws and regulations, anti-corruption, and the elimination of harassment. For Information security, we have set the themes such as data security, data privacy including personal information, and information management. | ||||
| Z sustainability academia (11 times) | ZHD group employees | ‐ | In order to improve the knowledge of sustainability among Group employees and to create an independent mindset to incorporate sustainability into our business, executives in charge of group companies and outside experts hold lecturer study sessions. | ||||
| Z academia female leader class (6 times) | ZHD group employees | ‐ | We have provided training to learn about the mindset skill set team building required for leaders through lectures and talk sessions for group companies and outside female leaders, as well as group work, with the aim of fostering the next generation of female leaders. | ||||
| Z AI academia Z literary AI school (7 times) | ZHD group employees | ‐ | By providing a forum for AI human resources to gather and learn, we promote knowledge-sharing within the group and business collaboration using AI, and we are focusing on developing AI human resources in both areas of literature. | ||||
Career Survey and Engagement Survey
We regularly conduct Career Surveys to enhance employees' employability for the future, setting goals and actions to measure performance and address skill gaps. Additionally, we believe that increased employee engagement and motivation contribute to organizational vitality and strengthen competitiveness.Therefore, we aim to create a fulfilling workplace environment and conduct Engagement Surveys every two months, with questions related to job satisfaction, job purpose, happiness, stress, and more.
Benefits and Welfare
We provide an office environment that makes the most of individual characteristics and allows our employees to demonstrate their maximum performance, as well as various systems to improve our technological capabilities.
Benefits and Welfare
Diversity, Equity & Inclusion
We are aiming to realize the future in which all valuable individualities around the world are connected by fashion under the corporate philosophy "Inspire the world. Deliver joy every day." We also conduct diversity management and establish systems that everyone can perform their “work” in the ways they like. There are many employees who love fashion due to the characteristics of the business, and a unique corporate culture where each of the employees enjoys unique fashion, mutually understand, and respect their individuality through fashion, and value diversity, has been developed. In addition, active communication is born within a flat organization,regardless of position or seniority. This ensures diversity in promotion to managerial positions and core human resources beyond borders of gender, nationality, and mid-career workers. We will grow in terms of both business operations and employees’ capability, utilizing this environment for human resource development.
KPI and Results
| Sustainability Four Key Actions | KPI | Target | Target year | FY2022 | |||||
| Promote diversity, equity & inclusion among everyone involved in fashion | Ratio of Female Directors | 30% or more | 2030 | 0% | |||||
|
Ratio of women in senior management positions (general managers and above) |
30% or more | 2030 | 11.2% | ||||||
| Ratio of women in management positions※1 | 40% | 2030 | 22.5% | ||||||
|
Gender pay gap ratio (overall)※1※2 |
60％ | 2030 | 58.4% | ||||||
|
Gender pay gap ratio (permanent employees)※1※2 |
80% | 2030 | 72.4% | ||||||
|
Gender pay gap ratio (non-permanent employees)※1※2 |
106% | 2030 | 106.1% | ||||||
|
Ratio of male employees taking childcare leave (overall)※1 |
100% | 2030 | 37.0% | ||||||
|
Ratio of male employees taking childcare leave (permanent employees)※1 |
100% | 2030 | 34.6% | ||||||
|
Ratio of male employees taking childcare leave (non-permanent employees)※1 |
100% | 2030 | 100% | ||||||
※1 ZOZO group coverage：94.3%
※2 Ratio of women's average annual wages to men's average annual wages
Human Resource Development Policy for Securing Diversity
With regard to the internal environment for human resource development, we provide a variety of training programs for general employees, managers, and all employees, including training to learn the basic knowledge necessary for business promotion and diversity promotion training. For managers, we regularly provide feedback in line with selection evaluation standards, deepen vertical and horizontal cooperation within managers, and provide support for working styles according to the home environment and life stage. In addition, we provide detailed follow-up. We will further enhance our human resources strategy and human capital system to improve corporate value over the medium to long term.
Internal Environmental Improvement Policy to Ensure Diversity
We conduct diversity management, and are working to create a system that understands each other's diversity, such as gender (including gender orientation and independence), nationality, and values, and supports a variety of work styles tailored to individual lifestyles. Our internal guidelines recognize same-sex partners and our employees are eligible for internal systems such as vacation and congratulatory or condolence, regardless of the partner's gender. In order to promote correct awareness and understanding of LGBTQIA+ among our employees, we have held internal seminars and also changed the ZOZOTOWN service logo to Rainbow Color in order to show our solidarity with LGBTQIA+. In recognition of these LGBTQIA+ initiatives in our workplaces, we have received the highest "Gold" rating in "PRIDE Index 2022." We also implement initiatives related to foreign nationality and religion, and when it is necessary to respond to nationality or religion, we prepare and improve such areas, such as by providing space for prayers upon request. We are also focusing on creating a comfortable working environment for employees who work while raising children regardless of gender. Our take-up rate for childcare leave is at 100% for women and 34.6% for men (as of March 2023), and the rate of return to work after maternity leave and childcare leave is extremely high at 100% (as of March 2023). In spring, when there are many people returning to work every year, we provide opportunities to share information and exchange information. In addition, we plan events that allow employees to participate voluntarily during the childcare leave, and we are working to support employees in balancing childcare.
Emphasizing Diversity
In the Basic Human Rights Policy, we have declared the following regarding the importance of diversity.
"We respect all people as individuals and do not tolerate discrimination or any disadvantageous treatment on the basis of political beliefs, ideologies, religion, gender, gender identity, sexual orientation, physical features, illnesses, age, nationality, race, ethnicity, etc. We provide equal opportunity in recruitment, evaluation, development, placement, remuneration, promotion, executive appointment, etc., and foster a work environment in which our diverse workforce can play an active role."
Participated in DE＆I・LGBTQIA+ awareness events sponsored by LVMH Japan
Women Empowerment
We have formulated and are working on a General Employer Action Plan based on the Act on the Promotion of Women's Active Engagement in Professional Life. Our employee composition ratio is 42.2% female and 57.8% male (March, 2023). At positions above the manager level, the ratio is 22.5% female (March, 2023), which is higher than domestic average of 12.3% (October, 2021※). In addition, employees who serve as role models, such as executive officers, take the lead in implementing meat-ups. While continuing to value diversity, we will continue to promote initiatives to encourage more active participation by female employees and strive to improve the ratio of female managers, based on the principle of promoting appropriate human resources to promote management strategies.
※Average of women’s manager ratio is based on “Basic Survey of Gender Equality in Employment Management, 2021th” (Ministry of Health, Labor and Welfare)
Employment of the Handicapped
122 handicapped employees (Mar, 2023) are working at ZOZO; they belong to various departments, including our management division, customer support division and merchandize control division. We aim to make our company a place where every employee (with or without handicap) can work easily and in an environment that supports them fully.
Sales of the Breads Manufactured by Students of Special-Needs Schools at ZOZOBASE Logistics Center
Appointment of Foreigners as core human resources
We have group companies in the United States, New Zealand, Thailand, Vietnam, etc., and have appointed foreigners as directors of each group company. We will continue to value diversity in our workforce, and recruit appropriate personnel. In the event that overseas business experience is needed to promote management strategies, we will recruit appropriate personnel regardless of their nationality.
Appointment of mid-career recruits as core human resources
In fiscal 2022, we hired 112 new mid-career employees (66 men and 46 women). We have appointed many mid-career recruits as managers and core human resources, including all executive directors and executive officers who are hired mid-career. Regardless of whether new graduates or mid-career hires, we will continue to value diversity and promote appropriate human resources.
Social Contribution Activities
ZOZO Group is working together with its stakeholders to resolve environmental and social issues by utilizing fashion and technology with the aim of realizing its corporate philosophy of "Inspire the world. Deliver joy every day."
KPI and Results
| Sustainability Four Key Actions | KPI | Target | Target year | FY2022 | ||||||
| Contribute to sustainable community development | By 2030, Contribute to the revitalisation of local communities, by 'connecting' with one million next-generation people under 20 years old. | 1 million | 2030 | 6,128 | ||||||
Community Relations
Aiming to "Contribute to sustainable community development," which is one of four Key actions, we are implementing a variety of initiatives in collaboration with everyone, particularly in the regions where we operate.
Comprehensive Collaboration Agreement with Chiba City and Chiba University
In February 2019, we made comprehensive collaboration agreements with Chiba City and Chiba University. The agreement with Chiba City is aimed at promoting collaboration that effectively utilizes the resources and expertise of both parties, enhancing the individuality and attractiveness of the city from both the corporate and administrative perspectives, developing towns that will lead to the future, and further vitalizing the region. The agreement with Chiba University also aims to contribute to local communities by promoting academia and culture and vitalizing local economies through the exchange of human and intellectual resources.
Comprehensive Collaboration Agreement with Chiba City and Chiba University
Participated in the Chiba Entrepreneurship Educational Consortium Seedlings of Chiba, a partnership between industry, academia, and government
We participated in the Chiba Entrepreneurship Educational Consortium Seedlings of Chiba, a partnership between industry, academia, and government. We are working to create opportunities to foster entrepreneurship among children who will lead the next-generation industry.
Comprehensive Collaboration Agreement with Tsukuba City
We concluded an agreement with Tsukuba City, Ibaraki Prefecture, on a comprehensive collaboration agreement related to regional revitalization, support for the next generation, and promotion of SDGs. We will promote the revitalization of local communities and support for the next generation, and aim to contribute to the creation of sustainable communities by implementing initiatives that make use of the resources, know-how, and individuality of both parties in close cooperation.
Educational support
Aiming to "Contribute to sustainable community development," which is one of four key actions, we are providing a variety of educational support for the next generation in collaboration with school organizations centered on the regions where we operate.
On-Demand-Delivery Classes
We conduct on-demand-delivery classes at schools in the regions where we operate. We offer a variety of classes on design, data science, and other topics that take advantage of our culture and business characteristics.
・We conducted a career experience event inviting children from Tsukuba City at our Logistics Center "ZOZOBASE TSUKUBA 1."
・Implementation of Outreach Programs in Local Elementary, Middle, and High Schools: Supporting Career Education
・Conducted Morality Lessons at an Elementary School in Chiba City
・Implementation of Working Program at Chiba City Tsubakimori Junior High School
・On-Demand-Delivery Class at Elementary and Junior High Schools in Chiba City
・Conducted product planning workshop classes at a junior high school in Chiba City
・On-Demand-Delivery Class by Our Employees at a University in Chiba City
・On-Demand-Delivery Class Held at Senior High School in Chiba City
・"On-Demand-Delivery Class" by ZOZO at junior high schools in Chiba city
・"On-Demand-Delivery Class" by ZOZO at elementary schools in Chiba city
・Participated in the "Honors Program 2021" of Chiba University of Commerce
・On-Demand-Delivery Class to learn about logistics at an elementary school in Chiba City
・On-Demand-Delivery Class of a lecture on data science at a university in Chiba Prefecture
・Lecture on the subject of our company building at a junior high school in Chiba City
・Elementary School Students from Chiba City explore the head office in a Life Environment Studies Class on "Urban Exploration."
・Participated in "Chiba Winter Fes 2022: The World is Connected with Eco" sponsored by Chiba University Student Committee for EMS
・Participated in a Design Workshop sponsored by Chiba University
Career-Education Supplementary Textbook
We distribute Career-education supplementary textbooks that feature information about our company's work and values to approximately 80,000 students. These include second-year junior high students from all public middle schools in Chiba Prefecture, as well as sixth-grade students in Chiba City, Funabashi City, Kashiwa City, Yachiyo City, Narita City, and Inzai City.
Posted on ZOZO's Work in a Career-Education Supplementary Textbook in Chiba
Training for Teachers
We cooperate in the 10th year of Chiba City's training program for teachers, and provide training for them. In addition to our service and operation experience, we also provide support to teachers who guide the next generation by holding workshops on the themes of their caring thoughts and mindsets.
ZOZO Connection, a special benefit program for community-based employees
ZOZO provides employees with ZOZO Connections, a system of preferential treatment tailored to local communities as an initiative aimed at creating a sustainable community by cooperating with restaurants in the regions where we operate. Employees receive benefits to revitalize their communities by actively using and returning benefits to stores in their bases.
Launched "ZOZO Connection," a Special Benefit Program for Community-based Employees
Square in ZOZO
We have set up a "Square in ZOZO" in the space in our head office, which is free of charge as a place for relaxation to neighbors. It is used by a variety of people, including small children and students, and also is used by providing a place for events held in the local community.
Other Initiatives with Regions
・Launched original coffee that appeal of Nishi-Chiba, where ZOZO is headquartered
・Boxed Lunches produced in Ibaraki Prefecture at ZOZOBASE Tsukuba Logistics Center
・Nishi-Chiba-Made Honey for 2022 New Year’s Greetings
・Comprehensive Collaboration Agreement with Chiba City and Chiba University
・Uniforms Designed by ZOZO for the Boys Volleyball Team in Chiba City
・Acquired Pedestrian Bridge Naming Rights in Nishi-Chiba, where ZOZO Head Office is located
・In 2021, the New Head Office was Designed to Produce a New Year's Celebration
Sponsorship Activities
Through various activities related to sports, we aim to Contribute to sustainable community development, which is one of four Key actions.
ZOZO CHAMPIONSHIP
With the conclusion of sponsorship contracts with the PGA TOUR, the world's leading golf tour management organization, we have been holding the PGA TOUR tournament "ZOZO CHAMPIONSHIP" since autumn 2019, the very first time in Japan, in Chiba, our base region. Through the Games, we aim to realize our corporate philosophy and revitalize local communities by delivering excitement and aspirations around the world with the positive power that sports bring, such as golf that is loved across generations, genders, and borders. We also hold charities and volunteer activities for the next generation through the tournament.
ZOZO CHAMPIONSHIP official website
ZOZOMARINE STADIUM
In December 2016, we acquired the naming rights of Chiba Marine Stadium, which is located in the regions where we operate. The name of the Stadium was changed to the "ZOZOMARINE STADIUM." In collaboration with relevant parties, such as Chiba City and Chiba Lotte Marines, we are planning various plans for regional revitalization.
・Earning the naming rights of the Chiba Marine Stadium, and renaming it to “ZOZO Marine Stadium”.
・Free Distribution at ZOZOMARINE STADIUM of CHIBA Original uniforms ZOZO Production
・Produced ”Crew Uniforms" for ZOZOMARINE STADIUM Staff
ZOZOPARK HONDA FOOTBALL AREA
As a main sponsor of a sports facility which is operated by “HONDA ESTILO Co., Ltd.” (the office which a professional soccer player Keisuke HONDA belongs), the Company acquired the naming rights of the facility. The facility was named "ZOZOPARK HONDA FOOTBALL AREA" to express the hope that it will serve as a starting point for the development of new talents, bringing together a large number of people in a variety of generations, mainly from the local community. We are cooperating with HONDA ESTILO Co., Ltd. in a variety of ways to ensure that visitors to our facilities can enjoy and use our services.
JEF UNITED ICHIHARA CHIBA
Since 2015, we have sponsored JEF UNITED ICHIHARA CHIBA, a professional soccer club based in Chiba, where we operate. With the cooperation of JEF UNITED ICHIHARA CHIBA, we are engaged in the design of uniforms and goods, and are working to revitalize local communities.
ALTILI CHIBA
We are collaborating as a brand partner with professional basketball club, ALTILI CHIBA, which is based in Chiba, where we operate. In addition to selling original ALTILI CHIBA goods in ZOZOTOWN, we announced the commencement of joint initiatives utilizing our proprietary measurement technology, "ZOZOSUIT," together with the managing company Altiri, Inc., and Chiba University. Through this initiative, we will explore the possibilities of utilizing ZOZOSUIT in the sporting field and aim to contribute to Chiba, where the three parties are based together.
Tegevajaro Miyazaki
We have concluded a Club Vision Promotion Partnership with Tegevajaro Miyazaki, a professional soccer team based in Miyazaki City, where we have our office. We are striving to revitalize local communities mainly through staff at our Miyazaki office, including support for the Academy, which is mainly composed of middle and high school students, and various regional and various measures.
Club Vision Promotion Partnership Agreement with Tegevajaro Miyazaki
Donation / Support / Volunteer
Aiming to "Contribute to sustainable community development," which is one of four Key actions, we provide support activities such as donations and volunteers for various events such as disasters.
Disaster Support
We provide various types of reconstruction assistance, including donations, material support, and sponsorship, to help restore the environment to which many people suffer as soon as possible due to disasters and man-made disasters.
・Full donation of sales proceeds from Ukrainian humanitarian charity T-shirts
・Sponsored and first participated in "TOUR de TOHOKU"
・Joined SEMA, an Emergency-Disaster Response Alliance
・Received Medal with Dark Blue Ribbon for Reconstruction Assistance after Typhoon Damage
・July 2018, 2018 : Donations to Okayama, Hiroshima and Ehime Prefectures
・Donated 1% of 10-day ZOZOTOWN sales to support the reconstruction after the 2016 Kumamoto Earthquake
・Donated 5% of 4-day ZOZOTOWN sales to support reconstruction from the 2015 Nepalese Earthquake
・2003 Iraq War Charity T-Shirt Sales Total Donation
Support for child-care facilities
We cooperate with child care facilities located in Chiba City as part of our support for the next generation of children. We engage in exchanges, such as participating in events held within facilities, with the aim of engaging in activities that can support children living in various facilities.
Cooperation with special support schools
We cooperate with special support schools as an initiative to employ people with disabilities. Logistics centers ZOZOBASE have many employees with disabilities, and many are hired through collaboration with local support agencies and special support schools. In addition to employment, we plan and implement a variety of initiatives in collaboration.
Collaboration with NPO Organizations
Through the PGA TOUR tournament "ZOZO CHAMPIONSHIP," we cooperate with NPO organizations to conduct donation activities.
・PGA TOUR "ZOZO CHAMPIONSHIP 2021" charity and volunteers
Volunteer
We conduct a variety of volunteer activities through our business with the aim of "Contribute to sustainable community development," which is one of four Key actions.
・PGA TOUR "ZOZO CHAMPIONSHIP 2021" charity and volunteers
・Cleanup Activities around ZOZOBASE Tsukuba Logistics Centers
・Established Sustainable Club, a club that engages in sustainable activities and volunteer activities.
・Participated in a Plogging Event held in Omotesando, Shibuya in Tokyo, to pick up Trash cleanup while Jogging.
Community Investment
We consider materiality "Sustainable community development" is an issue, and we are promoting and investing in regional revitalization from the perspectives of both business activities and social contributions, with "Contribute to sustainable community development" which is one of four Key actions.
| Name of organization and candidate | Details | FY2022 Amount of investment | |||||||||
|
Embassy of the Republic of Turkey in Japan NPO United Nations High Commissioner for Refugees NPO World Vision Japan |
Disaster relief for the Turkey-Syria earthquake | 28,223,177 yen | |||||||||
| Bousou Futaba Gakuen Children's foster care facility, Houyuu Kids Home Children's foster care facility (including Angel Home for Infants) ,Chiba Prefecture, Chiba City, Chiba University Affiliated Special Needs School, Chiba Mirai Hibiki no Mori Academy (Social Welfare Corporation Tenyuukai), NPO Kidsdoor (Certified Nonprofit Organization), Japan High School and Junior High School Golf Federation, Katariba (Certified Nonprofit Organization), NPO Bridge for Smile (Specified Nonprofit Corporation), The First Tee of Japan (Specified Nonprofit Corporation) | Donation through PGA TOUR tournament "ZOZO CHAMPIONSHIP" | 34,200,000 yen | |||||||||
| National Land Afforestation Promotion Organization | Donation through "Tsuyoshi Domoto Produce" | 30,794,170 yen | |||||||||
| Other | ー | 10,089,000 yen | |||||||||
Improving Service Quality
We cooperate with special support schools as an initiative to employ people with disabilities. Logistics centers ZOZOBASE have many employees with disabilities, and many are hired through collaboration with local support agencies and special support schools. In addition to employment, we plan and implement a variety of initiatives in collaboration.
Sales of the Breads Manufactured by Students of Special-Needs Schools at ZOZOBASE Logistics Center
We aim to further improve customer satisfaction by providing high-quality, safe, and reliable products and services.
Product Management and Packaging
In order to keep our brands' valuable products in custody and meet the expectations of customers who purchase them, we constantly check staff management, work procedures, and flow as needed, maintain our quality as stipulated, and further improve quality.
Utilizing Customer Feedback
Based on the philosophy of "becoming friends with customers," ZOZOTOWN Customer Support Center listens carefully to the voice of customers with a hope to realize the philosophy. In recognition of this customer support operation, in March 2022 we became the first in the apparel industry to obtain the highest rating, the Five-Star Certification, for the HDI Five-Star Certification Program for HDI-Japan, which evaluates center operations, for the third consecutive time (*). The opinions we receive from customers and the results of customer satisfaction surveys are visualized and analyzed by an analytical team within ZOZOTOWN Customer Support Center. The analysis results lead to improvements in response quality and FAQ, and self-resolution through AI Chat BOT, and we strive to improve response quality and convenience. In addition, important information is reported to the divisions in charge and senior management, and improvement activities are promoted primarily based on customer opinions.
※The certification is valid for two years, we undergo audits every two years, and we have obtained "5 Star Certification" three times in a row since 2017.
Acquired QMS Certification (ISO 9001 Certification)
Our company operates a production-on-demand model that only produces goods after receiving customer orders. We have developed the Production support service “Made by ZOZO”, to enable the production of appropriate quantities based on demand. Moreover, our Chinese affiliate factory, which conducts all "Made by ZOZO" production (with a 100% coverage rate since it is the only production site), has also acquired QMS Certification (ISO 9001 Certification).
| Group Company Information | Location | Year and month of certification |
| NANTONG ZHUOTENG INFORMATION TECHNOLOGY CO.,LTD | China Jiangsu Province | March 2023 |
* We have also obtained ISO 14001 and ISO 45001 certifications.
Marketing Activities
We are committed to responsible marketing activities that respect the rights, creditworthiness, and reputation of others. Through adherence to relevant laws, internal regulations, and in-house training, we ensure that our content and expressions do not infringe on these aspects and do not lead to misunderstandings or discomfort.
Advertising Activities
When engaging in advertising and promotional activities, our company is mindful of the ethical aspects of the content (such as human rights, environmental concerns, confidential information, intellectual property rights, and personal information). In collaboration with our legal department, we adhere to various laws like the "Copyright Law," the "Act against Unjustifiable Premiums and Misleading Representations," and industry guidelines. We also take into consideration feedback from past users and various stakeholders to avoid misunderstandings or discomfort. As a result, there were no violations of any laws regarding advertising and promotion in the fiscal year 2022.
Efforts to Improve Advertising Service Quality
To provide users with more valuable advertisements and a better advertising experience, we have established posting and operational criteria. These criteria outline what can and cannot be expressed in the advertisements, and they are set in the advertising agreement terms. We aim to improve the quality and transparency of our advertisements by enforcing these terms.