Achievement of Customer Satisfaction
More than eighty million vehicles are produced annually. Meanwhile, each and every car is something unique and special to its owner. Alpine considers the customer perspective as the highest of priorities. Planning, design, and manufacturing are practiced in sync with a strong sense of responsibility and anticipation that our products will be treasured by all of our customers.
The Five Stripes of Excellence
The five stripes in the Alpine corporate logo represent the business policies we established to achieve customer satisfaction. All Alpine employees place a priority on following these five policies.
Design & Production with user perspective
Ultimately, customers determine the success of our products. It is important to design and produce starting from customers' perspectives to ensure their satisfaction. We learn a lot from customer feedback. This interaction led to the creation of the Big-X Series, featuring the industry's first large display. The common belief used to be that display size was limited by vehicle architecture; however, because customers desired large displays with ease of use, we challenged this belief. For vehicles with room for multiple passengers, we released Rear-Vision for the passengers in the rear seats, enhancing their travel experience. We will continue to challenge the status quo and offer comfortable automotive experiences with every customer in mind.
Customer Support Services
The customer support center is our most direct connection to our customers. We are committed to improving the quality of our customer support services, including implementation of operator education.
The valuable feedback we receive is compiled into a privacy-secured database and shared among all divisions of the company. This feedback serves to ensure that product development and quality improvement satisfy customer requirements, and assists in making management decisions that will benefit our customers.
Customer support center
Customer Satisfaction Survey to Ensure Continual Improvement
Alpine Customer Service conducts an annual satisfaction survey to identify distributor requests and obtain feedback from customers who have used our product repair services. We identify the need for improvements from the survey, and then consider appropriate measures such as an increase in the speed with which we supply repair parts or review of our repair-part transport system. We continue to take what our customers say seriously to ensure the continual improvement of our business and the highest rate of customer satisfaction.
Cultivating New Customers
Alpine cooperates with sales distributors and car dealers to engage in the cultivation of new customers. We actively put on events not to simply introduce onboard GPS systems and monitors, but to allow people to experience the joy and excitement that Alpine products offer to each individual. We created spaces in automotive supply shops that are crowded with families, including women and children, where male customers would ordinarily shop by themselves.
Mutual Communication with Our Customers
Alpine is keen on extending our connection with and learning from our customers. We employ Internet communication services in order to do so.
To enhance the comfort and enjoyment of the driving experience, we have introduced a User’s Room page on the Alpine website to offer information and services tailored to individual customers. Meanwhile, we seek active and frank communication with our customers through social networks, such as Twitter and Facebook. In 2015, we improved the quality of our services by establishing an exclusive website offering product packages for each type of car.
User's Room URL>>
“User's Room” on our Web site
Efforts to Improve the Quality of Customer Support
Alpine Electronics Marketing, Inc.
Customer Support Group
At the Information Center (customer support desk), we receive 250-300 inquiries a day. If customers could find the information they're looking for without calling us, they would have a more pleasant experience using Alpine products. Based on this line of thinking, we revamped the FAQ page on our website in June 2016. To go about revamping the page, we hypothesized that our customers are most interested in map updates, operations/settings and information about Alpine products for their cars and that if they can find answers smoothly on our website it will lead to greater satisfaction. We organized the information by product, by car model, by category and map updates to give the customers several ways to sort through it according to their interest. Moreover, where it had been text only, we added photographs to make the FAQ easier to understand, and we improved the search function.
The number of hits, which is one indicator of a webpage's performance, increased from 71,100 (May) before the improvement to 92,000 (June) after the improvement, the highest ever. We will continue to follow up to ensure that we are addressing the questions of our customers and tie that in to future changes and improvements.
Extensive After-sales Service
At Alpine, we offer extensive after-sales service to ensure customer satisfaction both before and after purchase. At Alpine Marketing, we make information on vehicles that our products are designed for, system connection information, usage instructions, frequently asked questions, and more available through our web site, in order to respond to customers' concerns. Additionally, customers can register for our service and receive navigation map data updates, the latest highway information, and other useful information. In the rare event that a customer experiences trouble with one of our products after purchase, Alpine Customer Service takes care of the inconvenienced customer, offering repair services in as little as three days (including two days for round-trip shipping); and for customers who visit our service centers in person, we offer One-Stop Service by appointment, providing repair services then and there. Finally, in response to customer requests, we offer a Link Exchange Service for certain items, where customers can receive a replacement in exchange for the defective one. We will continue to work to provide further services to meet customers’ needs in the future.