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CS Improvement Initiatives

Practice of the “Customer First” Principle

Mizuho Trust & Banking (MHTB), as a member of the Mizuho Financial Group, aims to become the most reliable trust and banking company by keeping the “customer first” principle in mind and putting the principle into practice. For this purpose, MHTB will promote a variety of improvement activities that aim to incorporate the customer's point of view.

Initiatives to Enhance Customer Evaluation

Response to Customer Feedback, Inquiries, and Complaints, etc.

We accept customer feedback, inquiries, and complaints, etc., with sincerity, recognizing such as the responsibility of the entire MHTB organization. We respond to customer feedback promptly and appropriately to resolve problems.
In FY2018, we received approx. 928 cases of feedback, inquiry, and complaints. MHTB positively accepts all of these as a management resource, investigates problems, leads efforts toward problem prevention initiatives and the provision of better products and services, and utilizes customer feedback to enhance customer evaluation.

Initiatives to enhance customer evaluation

Initiatives to enhance customer evaluation Customer Feedback Cards

MHTB has actively promoted its “Customer Feedback Cards” initiative since the second half of FY2005. We have employed customer feedback card collection boxes since FY2014 so that customers can provide feedback more easily (excluding at branch areas such as the Trust Lounge). In FY2018, we received approx. 10,548 cards.

Customer Feedback Cards Sample
Dedicated post
Dedicated box

We have partially introduced a three– or five–point–scale questionnaire in FY2014, in order to utilize more customer feedback for our business. In FY2018, over 90% of all customers selected “Satisfied,” or “Somewhat satisfied” for all questions.

Overall satisfaction level via the Customer Feedback Cards

Customer Feedback Cards: Evaluation

We received many compliments and words of encouragement from customers, such as in the following. "Employees provided very good service." "Employees were very kind and nice both at the counter and on the phone." "Employees' explanations were detailed and easy to understand. I could trust them with peace of mind." On the other hand, there was also some negative feedback and other inquiries, etc., such as in the following. "The procedures took a long time." "I would like MHTB to provide information and advice." While accepting such customer feedback with sincerity, we will make further efforts to improve our services.

Major categories of random comments made via the Customer Feedback Cards

Points of Contact for Customers

Points of contact for customers (via a toll–free call center [0120–065–930] and via the MHTB website) have been set so as to receive customer feedback. We collect informative feedback, inquiries, and complaints, etc., from customers.

Initiatives Based on Customer Feedback

Based on customer feedback, inquiries, and complaints, etc., as collected through the Customer Feedback Cards, the points of contact for customers (via the toll–free call center and the MHTB website), branch counters, and questionnaire surveys, etc., we took the following major initiatives in FY2018.

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Customer feedback I would like to know about the liquidation of inheritance properties, but I am busy with my work in the daytime and have no time to visit a branch for consultation. Is there any way to easily seek advice with no time limitation?
Our initiatives MHTB has launched the "Inheritance Property Liquidation Webpage" (in Japanese only) to support customers with their liquidation of inheritance properties, from consultation to contract conclusion until they complete procedures. Customers can access consultations via LINE in their free time without visiting MHTB and can make an application via smartphone or PC. For details, please visit the "Inheritance Property Liquidation Webpage" of the MHTB website.
(Inheritance Property Liquidation Webpage: https://www.mizuho-tb.co.jp/souzoku/web_seiri.html?rt_bn=tb_top_main_panel1)

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Customer feedback It was a bother to fill out the same address multiple times in the consultation sheet when I visited MHTB to consult about the liquidation of inheritance properties.
Our initiatives To reduce customer burden, we have revised the "Customer Consultation Sheet," which customers fill out when they visit us for consultation about testamentary trusts or for the liquidation of inheritance properties, so that the address and phone number of the legal heir can be omitted if they are the same as those of the deceased.

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Customer feedback In the liquidation of inheritance properties, the person in charge of contact and the person in charge of actual procedures were different persons, and it was a bother to explain the same thing twice.
Our initiatives For our service for the liquidation of inheritance property, we have created the "Handover Sheet" for persons in charge in order to clarify the matters to be handed over from the person in charge of the contract to the person in charge of procedures and so as to smoothly proceed with customers' procedures. As a result, customers can now proceed with their inheritance property liquidation procedures more smoothly.

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Customer feedback When I received consultation about life insurance, I thought that we would be able to discuss things more smoothly if I could see the insurance illustration that suits my needs. In addition, I had to fill out too many documents when I actually applied for insurance, and it was a bother.
Our initiatives We can now create and provide an insurance illustration (also via a tablet terminal) according to customer needs when they visit us for consultation on life insurance (excluding some product parts). To reduce customer burden, additionally, we have changed the application form so that customers can confirm contract details, etc., fill out the application date and the customer name, and affix their seals.

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Customer feedback The bank where I had my beneficiary account for property accumulation pension savings was to be integrated, and I followed the procedure to change the bank name in advance. In the form for the procedure, there was no column for the month of change, and I did not know where to fill out the contract no. that was shown on my documents. I called MHTB's toll–free phone number and asked how to fill out the form.
Our initiatives Previously, we requested customers to fill out their "settlor no.," "participant no.," and "reference no." in the form (for retired customers) to change their information related to property accumulation pension savings. Recently, however, we changed the procedure so that we can manage property accumulation pension savings only with the "pension policyholder no.," and we reduced customer burden in the procedure. Additionally, we added the "month of change" column to the form so that customers can change their accounts, etc., in advance.

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Customer feedback It was hard to fill out forms by hand when I followed the procedure to change the address, etc., related to my paper assets.
Our initiatives We have renovated our system to reduce shareholder burden, and shareholder information, etc., is now printed on forms that are frequently used by shareholders for address changes, etc.

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Customer feedback I would like to know what types of property preservation services using trusts are offered to corporate customers.
Our initiatives MHTB offers trust solutions that utilize trust functions and that preserve customers' important properties according to their individual needs. Please see our trust preservation services (in Japanese only) posted on the MHTB website.
(Trust Preservation Services: https://www.mizuho-tb.co.jp/corporate/hozen.html)

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Customer feedback I have a disability in my leg and have difficulty sitting on most chairs. I would be happy if a chair that I can sit more comfortably on could be set up in the waiting room.
Our initiatives In FY2018, we have placed chairs featuring universal design (chairs that customers can sit on and stand up from easily) at our Tsudanuma, Fuchu, Hamamatsu, and Fukuoka branches. Currently, chairs featuring universal design are placed in the waiting rooms of a total of 19 branches. We will continue to promote barrier–free branches.

Mizuho acquires third–party certification

Under the Omotenashi (Hospitality) Standard Certification system created by the Ministry of Economy, Trade and Industry of Japan with the aim of "visualizing" the quality of services to potential customers, Mizuho Trust & Banking has obtained red certificates ("beni–ninsho") for all its branches nationwide.
We will continue to make every effort to further enhance our services in our continuous pursuit for service excellence.

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