Initiatives for Enhancing Customer Satisfaction (CS) and Quality Working closely with Group companies, SMFG is taking initiatives to enhance customer satisfaction and the quality of the Group’s services and  products. SMFG regularly holds its Group Customer Satisfaction Committee meetings to review reports on the analyses of the Voice of the  Customers (VOC), and discuss measures to increase customer satisfaction. SMBC has created the Quality Management Department to  establish the structure to proactively utilize the VOC in order to  improve the bank’s businesses and management. The Quality  Management Department is primarily responsible for analyzing the  VOC data. Reports prepared by this department are discussed  by the CS and Quality Improvement Committee, consisting of  the president and directors who are also members of the bank’s  Management Committee, and such reports are to be proactively  applied to enhance the satisfaction of our clients and the quality of  our services offered. Concurrently with these activities, we have been undertaking a  wide range of initiatives for improving the customer satisfaction and  quality. Such initiatives include offering a toll-free telephone service  and conducting surveys to obtain the opinions of our diverse clients  visiting our branches and offices, or mailing them such surveys. We  also provide training and educational programs to our employees in  order to offer the kind of services to further satisfy our clients. We record in the VOC database the opinions of our clients collected  mainly at our branches, and we share such database within the  bank. Furthermore, such data collected is analyzed and utilized by  the Quality Management Department to provide guidance for our  branches and propose any improvements to Head Office depart- ments for the overall CS measures for the bank. Head Office departments also analyze such VOC data and  apply the results to make appropriate improvements in our products  and services. The CS and Quality Improvement Committee, which is chaired by  the president of SMBC, meets regularly to review reports on the  specific opinions expressed by our clients, and discuss and analyze  any monthly changes to the number of opinions collected. The  committee also reviews reports on the results of the analyses of the  VOC, and considers appropriate improvement measures. Furthermore, the reports on the regularly held educational  programs or initiatives are submitted to the CS and Quality  Improvement Committee to further enhance and establish our  awareness of “Our Clients Always Come First.” ■  Activities to Obtain and Act on Voice of the Customers SMFG  2011 49 Branches and other offices Opinions Inputs Guidance and measures Guidance and measures Reports Analysis Analysis/ management Response Suggestions for improvement VOC Database Directives Reports Directives Customers Related departments Quality Management Dept. Management Committee CS and Quality Improvement Committee, etc. CS and Quality Improvement Committee VOC Database