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Communicating with Customers
Basic Policy
Duskin integrates feedback from customers. This allows us to create business models that respond flexibly to changes in lifestyles and social conditions and provide products and services that meet customer needs.
Responsible advertising and marketing
In the Duskin Group, we set forth the Duskin philosophy regarding responsible advertising and marketing within our "Duskin Code of Conduct" and "Guidelines for creating advertising, promotion material, etc."
To actualize these goals, we declare the following philosophies in our conduct guide called the "Duskin Code of Conduct".
●Duskin Code of Conduct 1: With respect to consumers and our customers
- 3.Label and provide adequate explanation
- We are constantly deepening our knowledge about our work, including the content and handling of our products and services. Through doing so, we provide accurate, easy-to-understand labeling and detailed, suitable explanations to prevent misunderstanding on the part of consumers and our customers.
Guidelines for creating advertising, promotion material, etc.
Contact Center service
Basic Policy
In 2018, we changed the name from the "Duskin Call Center" to the "Duskin Contact Center". By gaining the ability to laterally manage and operate channels other than phone lines alone, such as e-mail and chat, our goal is to maintain Duskin customer contact points that can uplift customer satisfaction level. Also, we hold study Sessions for Duskin Contact Center managers twice a year to improve the quality of customer service.
At the "Duskin Contact Center" and the "Mister Donut Customer Center", we receive customer opinions and requests about products and services.
We respond to each call with gratitude for the valuable feedback we receive and always make sure to provide clear responses to questions. In order to prevent customers from waiting as much as possible, we forecast telephone call quantity per day and time slot and maintain the ability to flexibly change the staffing format.
Duskin Contact Center 
Mister Donut Customer Center
Duskin Contact Center 
Mister Donut Customer Center 
(Aggregate for FY 2022)
Sharing customer needs
Duskin maintains a system that contributes to providing better products and services by making sure the people in charge of specific divisions promptly comprehend the information and needs that operators learn from customers.
We also maintain a system for simultaneous reports to and coordination between the relevant shop (relevant region) and relevant division (region or headquarters) as necessary concerning customer needs learned by operators and the opinions and suggestions gained through the website "Your feedback is our wellspring" that allows customers to post about points of interest or concern. Our Safety Measure Division also contains a Contact Center System, allowing necessary information to be checked at the same level as the actual Contact Center.
By sharing the Contact Center FAQ with regional headquarters and the related divisions as well, we also maintain a system that facilitates mutual checking of answers and strive for ever-increasing response accuracy and customer satisfaction.
Holding "Mister Donut Fan Meetings"
To receive direct customer input, we have held "Mister Donut Fan Meetings" since 2014.
At these Fan Meetings, the Duskin President explains the history and current activities of Mister Donut. Also, in addition to the Duskin President, Mister Donut business headquarters and regional staff as well as franchisee owners and managers listen to the requests and opinions of participants selected by a lottery and reflect this in the improvement and enhancement of Mister Donut products, systems, and service.
| FY 2018 | FY 2019 | FY 2020 | FY 2021 | FY 2022 | |
|---|---|---|---|---|---|
| Mister Donut Fan Meeting venues | 6 prefectures | 5 prefectures | 2 prefectures | 5 prefectures | 6 prefectures |
| Participants per year | 334 people | 297 people | 59 people | 134 people | 255 people |
| Cumulative participants from FY 2014 | 3,081 people | 3,378 people | 3,437 people | 3,571 people | 3,826 people |
Holding "Duskin Fan Meetings for Direct Selling Group"
Fan Meetings for Direct Selling Group" where we receive direct input from customers who use our cleaning products and services.
At the Fan Meetings, in addition to the Duskin President, the Direct Selling Group headquarters and regional staff as well as franchisee owners and managers directly receive the opinions and requests of participants and reflect this in our products and services. Additionally, the Meetings include experiments introducing the Duskin mop adsorbent effectiveness and quizzes that introduce cleaning methods possible within the household.
| FY 2018 | FY 2019 | FY 2020 | FY 2021 | FY 2022 | |
|---|---|---|---|---|---|
| Venues for Duskin Fan Meetings for Direct Selling Group | 6 prefectures | 3 prefectures | Voluntarily suspended due to COVID-19 pandemic | ||
| Participants per year | 235 people | 126 people | |||
| Cumulative participants from April 2018 | 235 people | 361 people | |||
Gatherings with consumer groups
We have been holding regular "Consumer Gatherings" since 2006. These gatherings aim to be forums for receiving input from consumer representatives and reflecting that in our subsequent business management.
We provide explanations concerning our social contribution action initiatives, including the contents of our school education support activities and our initiatives to address the aging society. We plan to continue holding these gatherings with a wide scope of themes as a venue for facilitating valuable opinion exchange.
| FY 2018 | FY 2019 | FY 2020 | FY 2021 | FY 2022 | |
|---|---|---|---|---|---|
| Consumer groups | 7 groups | 7 groups | Voluntarily suspended due to COVID-19 pandemic | ||
| Number of participants | 12 people | 10 people | |||
Incorporating braille menus
At Mister Donut, we incorporate braille menus so visually impaired customers can enjoy selecting products.
This braille menu was created together with the "Duskin AINOWA Foundation". It lists available products, prices, and major product characteristics.
*Starting in April 2016, the "Act for Eliminating Discrimination against Persons with Disabilities" took effect. This act aimed to build a society in which people with and without disabilities can live together with mutual respect for each other's humanity.
Letting assistance dogs for persons with disabilities enter shops
With the enforcement of the "Act on Assistance Dogs for Persons with Disabilities", from October 2003 onward it became possible to freely bring assistance dogs for persons with disabilities (guide dogs, hearing dogs, and service dogs) into facilities that serve the general public (hotels, department stores, restaurants, etc.) Mister Donut of course accepts assistance dogs for persons with disabilities in our shops.
Initiative example
Introducing new products and services in response to customer input
At Mister Donut, the opinions and requests received through the Customer Center and "Mister Donut Fan Meetings" are reflected in the improvement and enhancement of our products and services.
In response to the customer feedback of, "I want to drink coffee, but I'm concerned about caffeine," we developed a coffee made with raw beans that have undergone a 97% caffeine reduction to provide the experience of enjoying full body and aroma without the caffeine.
Also, in response to the customer input of, "I want donuts that are less sweet!" we developed reduced-sweetness whipped and custard cream. For customers who want to customize their donuts, we released a "Topping Whipped Cream" add-on option.
Other examples include introducing a "Donut Buffet" for all-you-can-eat donuts in the Mister Donut quest to continue promoting measures that respond to customer feedback to make Mister Donut a more personalized experience for a wider range of customers.
Decaffeinated drinks 
Products with new kinds of whipped and custard cream