Together with Our Customers

To address common challenges within the editorial, publishing, and content production domains of Gakken Group companies and formulate appropriate actions, the Editorial/Publishing Committee was established. Comprised of the leaders from editing and production departments, alongside 23 members spanning 7 companies, along with 2 observers, this team diligently endeavors to provide dependable content to our valued customers.The committee functions through three distinct subcommittees under the stewardship of a chairperson: the Editorial and Human Capital Subcommittee, Intellectual Property and Legal Affairs Subcommittee, and Statements and Expression Subcommittee. These subcommittees, working in tandem, facilitate
activities that encompass an extensive spectrum of domains, including compliance, proactive measures against product-related incidents, and the implementation of comprehensive training initiatives.
　
As part of the Committee's activities, an independent Editorial Accident Verification Council has been established to reduce the risk of editorial accidents, with six members from four companies and one observer working under the Council Chairman.

Gakken's dedicated article review team is responsible for conducting comprehensive article reviews. The process of article review entails identifying and addressing any instances of inappropriate writing or expressions that may lack sensitivity or pose a risk of infringing upon human rights, including those that may promote discrimination or conflict with prevailing societal sensitivities. The review covers a wide range of materials, including print and digital publications, promotional materials, video and audio materials, etc. Over FY9/2022, a cumulative total of 233 review requests were received from various Group companies.

The Group aims to accurately respond to a wide range of inquiries from customers and to utilize customer feedback in product development and service improvement to enhance customer satisfaction and loyalty.

Gakken Products Support's general information desk manages inquiries and information about the Group's business, and from March 2020, a Navidial service has been introduced as "Gakken Group General Information Desk."

Efforts have been made at the General Information Desk to efficiently manage customer inquiries. Depending on the nature of the inquiry, received customer inquiries are directed to the relevant department.
Transparency is maintained by disclosing all inquiries to the Group companies. The feedback received from customers is treated with utmost seriousness, leading to enhancements in product development and business operations.

The Group receives annually over 18,000 inquiries. In the FY9/2022, 38% of inquiries were received other than via e-mail (44% in the previous FY), and 62% were received via e-mail (56% in the previous FY).
Importantly, no allegations of privacy violations were reported during this period.

In our advertising communications, we commit to refraining from using expressions that could defame or discriminate against others, ensuring that comparative advertising is supported by facts and characterized by fairness, accuracy, and transparency. Additionally, we will not engage in any misleading representations intended to influence customers. (From the Gakken Compliance Code 2-2)

Due to the fact that a significant portion of our product users are young children, we thoroughly evaluate the "settings and contexts of usage." This assessment encompasses potential misuse and other hazards that could impact our customers. Moreover, we ensure the provision of easily comprehensible instructions for proper product usage and accident prevention. This information is not only conveyed through the product packaging but also in the instructional section within the product itself.