Seven & i Holdings Co., Ltd. and its consolidated subsidiaries (hereinafter referred to as "our Group"), whose core business is retailing, consider the large number of contact points with customers and the frequency of communication with them to be among its key management resources, and strive to develop products and improve services by utilizing the valuable opinions we receive from our customers through various means.

Our Group set up customer support desks at each Group company in order to receive voices from the customers and people in the communities where the businesses operate. We quickly responds to requests and complaints provided by email or phone through customers and the people in communities to offer better products and services. Given the need to protect privacy in connection with feedback received from them, all personal information is deleted, and the feedback is then categorized by content and communicated to departments and stores for use in making improvements. 

Our Group holds a monthly information liaison meeting, which is attended by customer support supervisors at each Group company, in order to reduce the factors that cause customer dissatisfaction and raise satisfaction levels throughout the Group. Measures taken in response to comments and requests received from customers are shared on a regular basis and the information is incorporated into product and service improvements. Annual training is also held for customer support personnel at each Group company with a view to further refining customer service skills.

Our Group collects feedback from customers on customer service, sales floor setup, product lineups, and other aspects of operations in order to further improve its products and services.

For example, Seven-Eleven Japan, conducts regular customer questionnaires to ascertain the needs of customers nationwide and uses the information to develop products and services. Also, Ito-Yokado has been continuously conducting online customer questionnaires, which customers can access using a QR code printed in their receipts, since July 2020. Customers can specify whether they were “very satisfied,” “satisfied,” “neither satisfied nor dissatisfied,” “dissatisfied,” or “very dissatisfied,” and a target has been set to raise customers who respond “satisfied,” which is the most common response, and “neither satisfied nor dissatisfied” to “very satisfied.” The questionnaire responses lead to improvements in customer service. In addition, store surveys are contracted to external agencies certified as consumer affairs advisors to collect feedback from store customers.

Ito-Yokado, York-Benimaru, and SHELL GARDEN have installed in stores suggestion boxes where customers can submit opinions and requests. Other Group companies also analyze customer opinions and operate mechanisms for using customer feedback to improve product development and services.

Our Group shares good practices of customer service internally, along with customer compliments and appreciation. The employee who received the thank-you note introduces the method of customer service and points he or she tried to keep in mind, making it easier for Group employees to follow the examples and put them into practice.

Our Group is seeking to create products tailored to the demands of customers with “Seven Premium” products, the private-brand products of the Group. The official Seven Premium website, which includes introductions of product features and recipes using Seven Premium products, allows website users to freely upload comments about Seven Premium products. Analyses are conducted on the ways and contexts in which the website is used by customers using the comments on the website, questionnaire surveys, monitoring surveys, focus groups, and customer feedback received via the customer support, and reflected in product development.

Our Group collects opinions received from customers and uses them in an effort to improve store environments and offered product and services.

Seven-Eleven Japan actively responds to customer feedback and requests received via our customer feedback department. For example, we expanded our health-conscious product lineup in response to feedback requesting “well-balanced, highly nutritious products.” We have also resumed sales of certain products in response to requests to bring back particular items.

We are furthermore working to provide information via our website and other channels in response to customer feedback. In response to feedback such as “I mistakenly threw away the film before scanning the barcode” and “I don't know how to make the smoothie” regarding our Seven Cafe smoothies, we published instructional videos on our website and on X (formerly Twitter) to ensure that our customers can handle these items with confidence.

Akachan Honpo has many first-time customers and seeks to reduce customer concerns about safety by offering free premium compensation* that covers malfunction, damage, theft, and more for three years from the date of purchase of products relating to child safety. Additionally, hina dolls (sets of traditional Japanese dolls in period dress) and Boy’s Festival dolls are covered under premium compensation for five years from the date of purchase.

Seven Bank introduced a new model of more user-friendly ATMs (fourth generation ATMs) in 2019 and proceeded with the successive replacement of old ATMs via installations of the new model thereafter. This replacement and installation process was completed in the fiscal year ended February 29, 2024, and as of the end of March 2025, all the approximately 28,000 ATMs installed are the new model.

The new model ATMs eliminate privacy concerns when using ATMs and enhance their usability by incorporating an expanded privacy area, large and high-visibility displays, and universal design.