Improving Service Quality
We aim to further improve customer satisfaction by providing high-quality, safe, and reliable products and services.
ISO Certification
We have developed a production support service Made by ZOZO that produces an appropriate amount of products in accordance with demand that only produces goods after receiving customer orders and provides it to our business partner brands. In addition, our Chinese affiliate factory conducts "Made by ZOZO" production, has acquired ISO 14001 Certification, ISO 45001 Certification, and 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 |
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.
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.
Responsible Advertising and Promotional Activities
In order to convey an appropriate image to our stakeholders through our advertising and promotional activities, we have a high level of ethics (we take into consideration human rights, the environment, confidential information, intellectual property rights, personal information, etc.) and strictly follow the standards set by each medium, giving due consideration to defamation, discriminatory expressions, exaggeration, religious and political beliefs, etc.
We exclude content related to these from our advertising distribution and carry out our advertising activities responsibly.
In addition, we provide accurate information about products and services, and in cooperation with our legal department, we ensure compliance with various laws and regulations, such as the Copyright Act and the Act against Unjustifiable Premiums and Misleading Representations, as well as industry guidelines, past user feedback, and the perspectives of various stakeholders, and we strive to provide accurate and moderate advertising and publicity that does not cause misunderstanding or offense.
Advertising Screening System
In order to provide users with more useful advertisements and a better advertising experience, we are working not only to improve the value of our advertising media, but also to enhance the reliability of our advertising methods and advertisements themselves.
ZOZOTOWN has an advertising plan that has established advertising and operational standards for the content, display, and expression of advertisements. Advertisements will not be posted if the advertiser's industry and the advertised products or services are deemed to be in violation of the standards of the terms and conditions established by the Company. In addition, we will screen advertisements to ensure that they do not violate laws and regulations or offend public order and morals before deciding whether or not to publish them, or to change the content of the advertisements.