The Nishitetsu Group is united in its efforts to improve customer satisfaction based on the Nishitetsu Group Basic CS Policy. We believe that actively listening to our customers, providing products and services that meet their latent needs, and continuing improvement activities will lead to true “customer satisfaction,” which is the goal of our Group.
The Nishitetsu Group aims to be the company of first choice by taking the perspective of customers and practicing the principle of “setting high expectations” through the lens of “the customers’ joy is our joy.”
1. Establish and continuously improve the customer satisfaction promotion system
2. Build relationships of trust through proactive communication with customers
3. Create products and services that exceed customer expectations
4. Independently identify problems and devise initiatives to resolve them to improve customer satisfaction
*CS stands for Customer Satisfaction.
Since the General Information Center was set up in 1966, we have expanded the scope of our information services offered over the counter, by phone, and by e-mail.
This is the contact point for receiving inquiries, comments, and requests regarding Nishitetsu bus and train schedules, fares, and operating information by phone or e-mail. If you are not sure where to inquire about Nishitetsu Group’s products and services, please feel free to contact us and we will provide you with the appropriate contact information.
For customer inquiries, we have adopted the Navidial number, which is available 24/7 to improve customer convenience.
■Phone number: 050-3616-2150
■Open hours: 8:00 am - 8:00 pm, 7 days a week
The Nishitetsu Information Center is based in the Fukuoka area. We provide bus and train schedules and fares, transit information, boarding information, and bus timetable printing services.
■Nishitetsu Information Center: 8:00 am - 8:00 pm, 9:00 am - 6:00 pm weekends and holidays, open all year round (except year-end and New Year holidays)
We provide a Lost and Found service for Nishitetsu train and Nishitetsu bus passengers. When a station or bus office receives a lost-and-found item, the date, time, and characteristics of the item are entered into the lost-and-found management system, enabling the Nishitetsu Customer Center and the station or bus office to check the item’s status.
(Bus business)
Today, I boarded a bus bound for Fukuoka Tower. When a passenger tried to get off the bus with a stroller, the driver immediately got out of the driver’s seat to help her get off and kindly said, “Please feel free to ask for help anytime.” Also, the announcements in the bus were warm and polite. I know it must be tough with the COVID restrictions, but please do your best.
(Railroad business)
I rode THE RAIL KITCHEN CHIKUGO. A station attendant at Chikushi Station politely showed us how to buy a one-day ticket, and sent us off with a “Enjoy your day!” The female conductor of the day told us about her uniform and logo, and we loved the food, the space, as well as the station staff who waved flags, the conductor in charge of THE RAIL KITCHEN CHIKUGO, the station staff at Omuta Station, and many other people who made the day a great one. We enjoyed it from many angles. Thank you very much.
(Nishitetsu Ticket Service)
At around 8:30 am on Sunday, I went to buy a “Grand Pass 65,” an unlimited-ride local bus pass (half-price highway bus fare on eligible routes) to go to Ueki, Kumamoto. However, I was told that the window opens at 8:00 am on weekdays, but because today is Sunday, the window only opens at 10:00 am. I was shocked that I had come so early. Later, at 10:00, I purchased a “Grand Pass 65” and the lady at the counter kindly advised me and guided me to the escalator so I could catch the 10:10 bus. I haven’t been this impressed for a long time. I thought the Nishitetsu employees were wonderful, so I would like to express my gratitude.
【Requests for bus services】
(1) I would like to see a landmark created for Nishitetsu Bus Navi.
(2) The bus stop’s timetable base is so large that it gets in the way of visually impaired people using the Braille blocks.
(3) Could you please brighten up the bus stops?
(4) I have to transfer at a bus stop with the same name, but finding it on the Nishitetsu website is difficult.
(Improved)
(1) In consideration of improving convenience for customers using Nishitetsu Bus Navi, we have created a landmark for the bus stop in question so it can be searched in one action.
(2) The height restriction in the shelter has been improved by reducing the diameter of the standard bus stop sign and lowering the overall height, and the sign has been moved to a location away from the Braille blocks and reinstalled.
(3) Solar-powered lighting was installed as the “basic lighting.”
(4) A simplified transfer guide map has been included in the Bus Navi app to make it easier to understand the transfer bus stop information.
【Requests to the railroad business】
Various major private railways are now introducing apps that provide information on where the trains are running, and I wonder if Nishitetsu is planning to introduce such apps in the future.
(Improved)
With the addition of this function to Nishitetsu Bus Navi, users can now check the location of trains on the Tenjin-Omuta Line from mobile terminals, PCs, and other devices. This system provides real-time information on the running position and delays of trains that customers wish to use, and can be used to check the operating status if schedules are disrupted due to abnormal weather conditions and the like.
Nishitetsu “Monitasu” Train Membership Monitoring System
We conduct surveys, events, roundtable discussions, etc. with external web monitors about twice a year. The purpose of the survey is to gain a timely understanding of your needs and desires for Nishitetsu trains. The event also includes a tour of the train training school and comprehensive railroad training, enabling visitors to experience the safety initiatives for Nishitetsu trains.
*In FY2022, only questionnaires were conducted due to the impact of the COVID-19 pandemic.
Happy Delivery Project
Happy Delivery Project! is a project we have been promoting since April 2016 to bring happiness (joy, thank you, glad to be on board) to our customers.
This is an activity in which employees of the Railroad Business Division anticipate customers’ expectations and problems, such as “I am sure our customers would be happy if we could do this for them,” or“Perhaps they are having trouble with something like this,” and respond to those expectations and problems on their own.
Naturally, the foundation of our customers’ expectations is “safety,” but on top of that, we must also provide “safety and comfort” and “happiness!” The feeling of “I'm glad I used Nishitetsu)” should be there.
Through the Happy Delivery Project!, we aim to enhance customer satisfaction, raise the level to “Being the Nishitetsu you want to use again,” and “build the Nishitetsu brand” with the goal of becoming the company with the highest customer satisfaction rating in the railroad industry.
By encouraging customers to use Nishitetsu more, we will help to revitalize the Fukuoka area through the movement of people.
Some rooms have been converted into double rooms equipped with a mini-kitchen, washer/dryer, microwave oven, etc., to meet a wide variety of needs, such as medium- to long-term business travelers, workcations, etc.
In addition, automatic check-in machines and self-service cloakrooms are installed to help reduce front desk congestion and waiting time, thereby improving customer satisfaction. We have also installed contactless interfaces in elevators, etc., to make the hotel more secure.
.png)
Appearance
.png)
“Stay double” guestrooms
We treat the opinions we receive from customers as "customer voices," and promptly contact the relevant department or Group company to investigate the facts of the matter. We respond to customers as necessary, and also take steps for improvement and provide guidance and education to our employees.
We have also adopted a system to collect useful information and suggestions that lead to better CS, such as “what was satisfactory,” “what could be improved,” and “what was unpleasant,” from employees using the Group’s products and services, and link them to improvements. We believe this initiative will also help raise CS awareness among employees.
Comments received from customers are investigated without delay by the relevant departments, and the results of the investigation are promptly posted on the “Customer Feedback Information Site” on the company intranet to be shared throughout the Group. In addition, we edit and publish a monthly “Customer Feedback Report” on particular customer comments that should be made known, and share it with the entire Group to raise awareness of the issues involved in promoting customer satisfaction.
A monitoring survey is conducted at Nishitetsu Group passenger service counters to confirm the effectiveness of the joint hospitality improvement training. The survey results are quantified and ranked, and the top counter receives an award. Through competition, we aim to make each individual counter a counter with a high awareness of hospitality.
Since FY2010, we have held an annual “Customer Satisfaction Initiatives Presentation Meeting” with the aim of further improving services and further strengthening on-site capabilities.
*The FY2022 meeting was cancelled due to the impact of the COVID-19 pandemic.
Five Nishitetsu Group companies, including Nishitetsu Station Service, Nishitetsu Ticket Service, and Nishitetsu Travel, jointly conduct training to improve the level of hospitality. Training is conducted for each level of employee, such as education staff and window staff, and friendly competition among Group companies is encouraged to raise awareness of customer satisfaction and improve skills.
*Canceled in FY2021 due to the impact of the COVID-19 pandemic.
