Quality Management
The Yamato Group aims to achieve our goal, to continue to be seen as offering the highest standards of quality, by maintaining and enhancing the quality of services through an understanding of both individual client and corporate customer expectations.
Based on the evaluations of individual customers and the expectations of corporate customers, we are working to improve customer evaluation of our services and the value that we provide by operating a Company-wide improvement cycle.
Quality Improvement Initiatives
NPS Customer evaluations based on survey
NPS® (net promoter score) is a customer loyalty index that measures and quantifies how much loyalty (including trust, attachment, and favorable impressions) customers have toward our products and services using an 11-step scoring system (0-10). This is an indicator for measuring customers’ degree of attachment to and trust in a company or brand and how likely they are to recommend it, and is used to visualize our relationship with customers and improve engagement. Through NPS, it has become possible to measure not only the degree of attachment but also customer perspectives with regard to services, such as the positives and negatives for each driving factor.
At Yamato Transport, we carry out NPS surveys of individual and corporate customers centered on three perspectives: issues related to our Company, comparisons with competitors, and the norms of society. These surveys play a role in the improvement of our products and services through the customer opinions collected.
Building a Customer Opinion Database
Customer opinions and evaluations can be obtained from various sources, including NPS surveys, telephone, email and chat inquiries, direct verbal comments, and digital logs. We have built an integrated database to make a top-down, comprehensive judgment of these sources, and ascertain the current situation and visualize problems by linking the database with BI tools* to make improvements promptly.
- *BI tool (business intelligence tool): a tool to aggregate a range of internally accumulated data and analyze the aggregated data to help make business decisions
Initiatives for Improving Products and Services
Communicating Initiatives to Improve Products and Services
Yamato Transport improves services based on the opinions and requests of customers.
We communicate information on initiatives to improve products and services and enhance the customer experience and convenience on 
the Improvement Examples Based on Customer Voices page. (In Japanese only) .
Enhancement of Online Services
The Yamato Group is working to enhance our online services to enhance customer convenience.
Kuroneko Members
Yamato Transport provides Kuroneko Members, a free membership service for individual clients. Customers who register for Kuroneko Members can receive messages through e-mail, the LINE app, or the Yamato Transport official app about incoming packages and missed deliveries and can change the date and time for receiving parcels via their computer or smartphone. We also provide convenient features, including a “Send TA-Q-BIN via Smartphone” service that enables customers to send packages using a barcode reader, inputting information including the address and content details for packages via smartphone. For more details on the Kuroneko Members service, please refer to our 
corporate website (Japanese only).
Yamato Business Members
Yamato Transport offers the Yamato Business Members online service for corporate and individual business customers. The service reduces time-consuming TA-Q-BIN-related operations and supports everything from business efficiency to expansion. The service can be used for free by customers with corporate accounts. For more details on Yamato Business Members, please refer to our corporate website (Japanese only).
We aim to have a higher year-on-year usage rate for Yamato Business Members overall and the number of customers using the functions of Yamato Business Members to send TA-Q-BIN packages is increasing each year.