Customer Response/Services

Creating Quality that Takes Customer Concerns into Account

We learn about customers' satisfaction with our products and services through feedback and requests, and we believe that sincerely responding to each of the issues voiced will increase customer satisfaction and lead to greater trust in Yamaha, as a brand and as a corporate group.
Yamaha Motor collects information through its dealers, the service departments of its group companies and through inquiries submitted to the Customer Relations Group. We respond briskly and share customer concerns within the Yamaha Motor group to learn the results of customer product evaluations and how customers use our products. This feedback is then used to improve the quality and design of future products.
One example of this process is seen in the Customer Relations Group in Japan, which receives inquiries and feedback from domestic customers on a daily basis. When the Office encounters an issue that it feels requires, or offers an opportunity for, product or service improvement, it forwards the customer request or opinion to the relevant department along with the Office's evaluation. The Office also works to strengthen Yamaha's customer support by ensuring that requested product enhancements and service improvements are made, and that necessary notices are issued through websites and dealerships.

Communication with Customers through Events

At the Tokyo Motorcycle Show and Osaka Motorcycle Show held in March, 2010, our motorcycles were put on display, and through communication with visitors to the event we tried to ascertain what it is that they expect or want from our products. Furthermore, we held an event in July for the Serow motorcycle which celebrated its 25th anniversary, to show our appreciation for the support given by owners and fans over the years. We were able to deepen ties with over 700 participants including approximately 400 owners.

Outboard Motors for transporting Children to and from School in the Amazon

In Brazil, a BRIC nation with a fast-growing economy, the children of today will play a vital role in the building the nation's future as a sustainable society that continues to grow. Many parts of the Amazon River basin, however, still lack infrastructure and means of transportation. In such regions, the Brazilian Ministry of Education is rushing to establish public school boat services where land transport is lacking.
It is said that around 15,000 school boats will be needed nationwide, and 3,000 have been slated for deployment since 2010. Our group company Yamaha Motor do Brasil Ltda. (YMDB) has already delivered its first order of outboard motors to be installed on 675 boats. In addition, maintenance will be of particular importance considering the demanding conditions under which these outboards will be used, and YMDB has been contracted to provide support services for four years. They will cooperate with local dealers to improve commuting conditions for school children.

Creating Dealerships and Services to Build Customer Assurance and Trust

The Yamaha Motor group has been adopting visual identity guidelines and other measures in order to raise the quality of services offered at dealerships around the world, including those in the ASEAN region, Central and South America, and elsewhere. We are aiming to improve our hospitality and build customer assurance and trust by providing rooms where customers can wait in comfort while watching regular inspection and maintenance work being carried out on their products. At the same time, we dedicate ourselves to setting up efficient workspaces with comprehensive facilities and equipment to help prevent time losses and mistakes.
Furthermore, in emerging markets where dealerships may be located far away from customers, we have been running inspection campaigns and providing on-site repair services in collaboration with regional agencies and dealerships to promote greater understanding of the importance of proper maintenance and use of our products.
The services provided to customers who visit our shops, and to those we go to visit ourselves, are based on the principles of "assurance" and "trust" that true customer satisfaction is built on.
Our group engages in global efforts to improve overall services suited to the different situations and conditions of each region, including renovating dealerships and facilities, educating staff in proper customer service manners and explanation skills, and expanding the supply system of parts for use in repairs.

Training Service Staff at the Yamaha Technical Academy

For the continued and ever greater satisfaction of customers, it is vital that efforts are made to improve the quality of the response and services provided by frontline dealer staff, so that customers gain a sense of assurance and trust.
The Yamaha Technical Academy (YTA) is being promoted globally by the Yamaha Motor group so that dealerships can systematically acquire the knowledge, services skills, and customer service skills necessary at every stage - from a customer's initial purchase and after-sales maintenance all the way up to that customer's next purchase.
The YTA program is composed of classroom instruction to instill a wide range of knowledge, as well as practical training and certification exams regarding topics that include product handling and maintenance under different conditions. Manuals and training materials are also prepared in several languages.
As part of activities in 2010, our group company Yamaha Motor Vietnam Co., Ltd. has opened a Yamaha technical school in Ho Chi Minh City in an effort to improve customer services in this country where the two-wheeled vehicle market is growing strongly along with in the economy.