For Our Customers
Staying customer-focused
SoftBank remains committed to putting customers first.
SoftBank works every day to provide services that satisfy customers and to build a reliable network environment.
SoftBank aims to delight customers and deliver surprise and excitement.
SoftBank strives to provide services that are easy to understand and can be used with peace of mind.
SoftBank will continue to put customers first.
Developing shop crew members
with high awareness
and skills
The Company is committed to developing crew members with high awareness and skills in order to create stores that further delight customers who visit SoftBank Shops, Y!mobile Shops, and other locations.
The Company shares its aspirations with all crew members and provides training in customer service etiquette and product knowledge through group training and e-learning tailored to each crew member's level, objectives, and role. The Company visualizes and manages each crew member's learning progress.
The Company has also introduced live training that enables crew members to receive the equivalent of group training while remaining at their stores, creating new learning opportunities. By conducting this training in a timely manner to coincide with the launch of new models and new services, the Company can directly share sales points and key customer service considerations with crew members nationwide.
The knowledge and customer service skills acquired through daily operations and training are evaluated through qualification examinations, and certified crew members wear badges indicating their qualifications. In addition, the Company holds the Customer Service No. 1 Grand Prix for crew members who serve customers at SoftBank Shops, Y!mobile Shops, and mass retailers across Japan. By distributing videos of the event to sales outlets nationwide, each store can learn from leading customer service practices and work to improve customer interactions.
Utilizing crew insights
and customer feedback
for further improvement
To gather customer opinions and requests, the Company conducts satisfaction surveys by sending questionnaires to customers who visit stores or contact the Customer Support Center. Based on survey results regarding evaluations of crew members and operators, the Company analyzes NPS (Net Promoter Score).*1 Customer opinions and comments collected through the surveys are also reported, together with issues and countermeasures, to field managers, executive officers in charge, and management meetings.
Crew members can also review survey results through a dedicated system and use the findings to implement efficient improvement initiatives. In addition, improvement points and issues that crew members identify in their interactions with customers are compiled through crew questionnaires. At the Customer Support Center, each response is recorded to help improve operator skills and service quality, and these records are used not only for feedback to operators but also in internal training.
Customer Satisfaction Survey
"Y!mobile" and "LINEMO" have maintained high ratings in the FY2025 Customer Satisfaction Survey conducted by the Japan Productivity Center*2. To sustain these ratings, the Company aims to achieve a score of 63.0 points or higher each year.
| FY2019 | FY2020 | FY2021 | FY2022 | FY2023 | FY2024 | FY2025 | |
|---|---|---|---|---|---|---|---|
| Y!mobile | 66.6 | 68.8 | 65.8 | 70.7 | 67.5 | 67.6 | 69.9 |
| LINEMO | － | － | － | 74.2 | 75.0 | 75.2 | 72.6 |
- [Notes]
-
- *1Net Promoter Score: A metric for assessing customer loyalty
- *2According to the JCSI (Japanese Customer Satisfaction Index) survey. Total number of respondents: 21,804 (Internet survey); survey period: April 2 – April 14, 2025
- *1
Diversifying Contact Points
for Inquiries
The Company is expanding and diversifying its inquiry channels so that customers can contact the Company in a variety of ways, while also promptly translating customer feedback into improvements.
The channels available to customers are as follows.
| Channel | Support provided |
|---|---|
| Telephone | Various inquiries handled by telephone operators |
| Chat support | Various inquiries handled via chat |
| Chatbot | Automated guidance for frequently asked questions and how to confirm issues when trouble occurs, with AI used for some responses |
| Web support | Support pages for each service, frequently asked questions, and guidance on various procedures |
| SoftBank Shop |
In-person consultation at stores, acceptance of various procedures, and support |
Providing a reliable
telecommunications network
To ensure the stable operation of the telecommunications network, which forms the foundation of information and telecommunications services, engineers are stationed at network centers nationwide to maintain mobile phone base stations, transmission lines, and telecommunications equipment installed in network centers. In addition, specialist engineers monitor the operating status of telecommunications networks and wireless base stations 24 hours a day, 365 days a year at the Network Operation Center.
To apply know-how developed in the field to stable network operations, the Company holds an annual Maintenance Pro Contest as a forum for sharing operational improvement initiatives devised at network centers and Network Operation Centers nationwide. Initiatives that have delivered especially strong results are rolled out across Japan in a planned manner.
The Company has also obtained international certifications including the Integrated Management System, Quality Management System, and IT Service Management System, and has established frameworks for continuous operational improvement to maintain and enhance service quality.
Research and development of new technologies
To provide all customers with a more comfortable telecommunications network, the Company is making every effort to improve signal conditions through initiatives such as providing high speed network services that make use of a wide range of frequency bands, using big data to improve quality, and implementing measures for events. The Company is also actively researching and developing new technologies to achieve even higher speeds.