Daiwa Securities Group Annual Report 2012 <Services Accessible to Handicapped Customers and the  Socially Minded> <Strengthening Bonds of Trust> Relationship With Customers Daiwa Securities’ System for Utilizing Customer Feedback Customers Telephone Sales branches Management Departments in charge Gathering customer feedback  at each branch, to be shared  by all branches (weekly) Business Process Planning &  Administration Department All sales branches Questionnaire postcards available  at branches Opinions, comments, and requests Customer Support Contact Center Improve- ment Improve- ment Improve- ment Improve- ment 45 have. The call center also analyzes data on each inquiry or comment  and provides feedback to the related operational divisions, in an  effort to promote even higher levels of customer satisfaction. The success of the Daiwa Securities Group is founded upon the  relationship of trust we have forged with customers. We strive to  maintain levels of customer satisfaction that surpass that of any  industry rival. The Group places great importance on its responsibility to provide  clients with clear information and explanations of all the financial  products we handle, surpassing the requirements of the Financial  Instruments and Exchange Act enforced in September 2007. This  is just one of the ways that we promote a strong relationship of  trust with our clients. To further enhance trust, we always go the extra mile in provid- ing post-sales service to our customers. To truly earn the cus- tomer’s loyalty, a financial institution must provide them with full  explanations and address any uncertainty or dissatisfaction they  might have, if and when the price of products they have purchased  declines. In addition, Daiwa Securities provides investment semi- nars on the fifth of every month to inform customers about financial  issues and keep them up to date on market conditions both in  Japan and overseas. The 480 customer-support personnel at our  call center respond to questions or concerns that clients might  The Daiwa Point Program allows customers to accumulate  bonus points for each transaction they conduct. These points can  be exchanged for products or used to make donations to nonprofit  organizations. On March 18, 2011, Daiwa Securities introduced a  program that allows customers to convert their bonus points into  monetary contributions to the relief effort for victims of the East  Japan Earthquake. The full sum of these cash contributions is  directed to activities that benefit victims of the quake and tsunami,  via the nonprofit organization Japan Platform. As Daiwa Securities renovates its sales offices nationwide and  opens new branches, it places great importance on accessibility  and convenience, particularly for the handicapped. For example,  the number of steps or other obstacles on the floor is reduced or  access ramps are provided, and service counters are widened. The  company uses written communication to explain services to  hearing-impaired customers, or assists them in conducting their  transactions via the Internet.