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  2. Environmental and safety initiatives
  3. Initiatives for customers (customer responsibility)

Initiatives for customers (customer responsibility)

NIPPON Rent-A-Car Group strives to improve customer service by contributing to customers and partner companies through cars, in accordance with the Charter of Corporate Behavior, which expresses corporate behavior, and the Code of Conduct, which sets out the principles that all executives and employees must abide by. We will continue to fulfill our responsibilities to customers.

Promotion system

  • Nippon Rent-A-Car Group compiles a variety of data and customer opinions daily through CS surveys. Issues and points for improvement regarding the service obtained from the questionnaire are discussed mainly by the CS Promotion Department, and revisions to measures related to service provision and additional decisions are made at the management meeting and other meetings.
  • We strive to guarantee the three major qualities (vehicles, stores, and customer service), and our top priority is always to put ourselves in the customer's position and respond to their needs. The entire group is working together to increase the utility value of cars and provide the best service to customers.

Initiatives

  • Appropriate service provision
  • 1. Initiatives to improve customer service
  • [CS survey]
  • At Nippon Rent-A-Car Group, we collect customer opinions through CS surveys and use them to promote CS.
  • We are improving our services by working to improve customer satisfaction by increasing the number of customers who recommend NIPPON Rent-A-Car, and by working to eliminate and reduce customer dissatisfaction by eliminating the causes of customer dissatisfaction.
  • Number of CS questionnaires collected
    2019 2020 2021
    109,956 items 116,712 items 175,495 items

  • [Training related to compliance]
  • In order to provide the best service to our customers, NIPPON Rent-A-Car Group is led by the CS Promotion Department and Compliance Department of NIPPON Rent-A-Car Service, Inc., and conducts compliance-related e-learning ,level-based training, case study meetings, communication training, etc. Through training, we strive to improve the knowledge and skills of all executives and employees.
  • Number of participants in compliance training (total number of people)
    2019 2020 2021
    11,773 people 44,641 people 33,678 people

  • 2. Initiatives for road traffic safety
  • [Basic philosophy of road traffic safety]
  • We contribute to people's happiness and a sustainable society by making mobility services more accessible, comfortable, and enjoyable.
  • As a company involved in mobility services, we strive to ensure traffic safety and accident prevention for our customers and employees, and continue to take on the challenge of providing safe and comfortable products and reliable and inspiring services.

  • [Basic road traffic safety policy]
  • ①We will import a road traffic safety management system so that our customers can enjoy mobility services more easily, comfortably, and with the aim of achieving zero accidents resulting in death or serious injury.
  • ②We will comply with laws and regulations related to road traffic safety and other requirements to which we agree, and promote road traffic safety.
  • ③We will set objectives and goals and strive for continuous improvement in order to systematically address road traffic safety.
  • ④We will strive to ensure that our employees and all those who work for our company are fully aware of our road traffic safety policy.
  • ⑤We will publish these road traffic safety policies.

  • [Safety Drive Program]
  • We hope that those who have recently obtained a driver's license, young people, the elderly, and other people who are at a relatively high risk of accidents will drive safely and be able to use rental cars safely without encountering an accident. We offer programs to help you. Before pick-up, we will provide safety advice and lend you the vehicle.

  • [Safe driving training for corporate customers]
  • We conduct safe driving seminars for corporate customers.
  • Number of people taking safe driving courses (total number of people)
    2019 2020 2021
    2,936 people 4,694 people 11,480 people

  • Responsible marketing
  • NIPPON Rent-A-Car Group is fully aware of the impact that advertising expressions have on consumers. Based on our management philosophy, corporate behavior charter, and code of conduct, we place top priority on safety and security, and conduct responsible advertising and marketing initiatives that fully consider social responsibility. We place emphasis on the consumer's perspective, always use expressions based on facts, and do not use expressions that may mislead us about the characteristics or quality of our services. We will listen to the expectations and requests of our customers and reflect them appropriately in our services.
  • Privacy protection
  • NIPPON Rent-A-Car Group recognizes the protection of customers' personal information as its most important responsibility. Customers' personal information will be handled in compliance with relevant laws and internal regulations.
    Please see here for details.