As one part of efforts to confirm progress to improve quality at Kurita Water Industries Ltd., the Customer Satisfaction (CS) survey has been conducted regularly since 1992, which makes it possible to check client’s evaluation of the Company. In fiscal 2017, responses were received from more than 600 customers, and around 70% of customers were satisfied overall with the Company. On the other hand, there were particular individual ones that the Company was harshly criticized for, and the issues that came to light from the survey are reflected in efforts to improve operations.
For the water treatment facilities business, the Kurita Water Industries’ Engineering Group continually conducts CS surveys of customers who have purchased large water treatment plants, and in the survey, customers evaluate the plant in terms of 13 items, including specification, quality, and construction management. The Group continually works to revise and improve various items, including its operations procedure manual and specification sheets, that are based on the results of the survey.