Improving Service Quality
Our Customer Support Center provides customer-oriented service and pursues continuous improvements to ensure that customers can use our services with confidence.
In addition, in our advertising and promotional activities, we have established responsible marketing and ad review processes based on laws and ethics, ensuring accuracy of information.
Improving Service Quality
As a company entrusted with products by fashion brands and to meet customer expectations, we commit to maintaining and enhancing our service quality through staff management and regular reviews of operational flows. We also focus on improvements in equipment and operational practices to deliver high-quality services to both customers and fashion brands.
At the logistics center “ZOZOBASE Tsukuba 3,” we have been introducing a variety of automated equipment in inbound and outbound processes to reduce manual operations as much as possible. These efforts help to reduce the risk of human error, standardize work quality, and ensure the stable delivery of consistent quality. Additionally, an automated packaging material selection system, based on internally developed algorithms, selects optimal materials according to order details, enabling packaging with neither excess nor shortage.
These efforts also contribute significantly to improved packaging quality and a reduced risk of damage during transportation.
We will continue to pursue the delivery of high-quality services that meet the expectations of our brand partners and customers by continuously enhancing our facilities, systems, and human resources.
Utilizing Customer Feedback
ZOZOTOWN Customer Support Center sincerely listens to each customer’s opinions and feelings, does its best to understand the circumstances they are in, and responds with empathy and consideration. 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 improvements are made primarily based on customer feedback.
*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 adhere to relevant laws and internal regulations, and conduct continuous in-house training to raise employee awareness. We are committed to responsible marketing activities that respect the rights, credibility, and reputation of others, ensuring our communications are appropriate, clear, and considerate.
Responsible Advertising and Promotional Activities
As an advertiser, we are dedicated to conveying an appropriate image and message to our stakeholders. We strictly comply with the standards set by each medium, while maintaining a high level of ethics in various areas, including human rights, the environment, confidential information, intellectual property rights, and personal information.
We promote responsible advertising by eliminating defamation, discriminatory content, and deceptive claims, while ensuring thorough consideration for diverse religious and political beliefs.
We are committed to providing accurate information about products and services, and to ensuring our communications do not mislead customers or exaggerate our social and environmental impacts.
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.
By taking user feedback and the perspectives of various stakeholders into account, we strive to provide accurate and considerate advertising.
Advertising Screening System
To deliver a valuable and trustworthy advertising experience to our users, we maintain a strict ad review system in collaboration with the advertisers using ZOZOTOWN as their advertising platform. It includes our own advertising standards for the content, display, and expression of advertisements.
We review the advertisements according to our standards, and may approve, reject, or request modifications to the advertisements as needed.
In addition, we may decline to display advertisements if the advertiser's industry, products, or services are deemed to violate our Terms and Conditions. Also, we may ask to change the expression of the advertisements to be in line with our own standards.