Initiatives for Customers
(Responsibilities to Customers)

Policies and Basic Concept

The Nippon Rent-A-Car Service Group will fulfill its responsibilities to customers by providing vehicles to them and to partner companies in accordance with the Corporate Conduct Charter, which defines our corporate conduct, and the Action Guidelines, which lay out the principles all officers and employees are expected to observe.

Structure for Promoting the Initiatives

The Nippon Rent-A-Car Service Group daily compiles diverse data and customer opinions by conducting customer satisfaction (CS) surveys about our services. Issues and areas for improvement pointed out in the survey results are mainly discussed by the CS Promotion Division, while the Management Meeting and other organs make decisions on modifying or adding measures related to the provision of our services.
We strive to guarantee quality in three major areas: vehicles, rental locations, and customer service. Customer-friendly services and meeting their needs always come first when and wherever we operate, and we work in concert to increase the value of using vehicles and provide outstanding customer service.


Appropriate Service Provision

1. Initiatives for Enhancing Customer Service

Customer Satisfaction Survey
The Nippon Rent-A-Car Service Group collects customer opinions through CS surveys toward ensuring their satisfaction.
The outcome has been utilized to enhance overall customer service quality by carrying out the initiatives for improving customer satisfaction to increase the number of customers who recommend Nippon Rent-A-Car and the initiatives for eliminating or reducing customer dissatisfaction after removing factors in our services that discontented customers.

Numbers of Customer Satisfaction Surveys Received

FY2019 FY2020 FY2021
109,956 116,712 175,495

Compliance Training

To provide outstanding customer service, the Group organizes training, led by the CS Promotion Division and the Compliance Control Division of Nippon Rent-A-Car Service, Inc. This includes annual e-learning courses on compliance attended by all officers and employees, position-based training, case study meetings, and communication training. All officers and employees strive to acquire knowledge and skills and enhance them through these training opportunities.

Total Numbers of Compliance Training Participants

FY2019 FY2020 FY2021
11,773 44,641 33,678

2. Initiatives for Road Traffic Safety

Basic Principles of Road Traffic Safety
The Nippon Rent-A-Car Group shall provide advanced and attractive services in regard to the use of vehicles and shall continuously raise the value of using vehicles. In this way, we will contribute to society as an indispensable business entity in the field of transportation.
As a company associated with the use of vehicles, we strive to ensure traffic safety for our customers, officers, and employees and prevent accidents caused by them while also providing safe, comfortable products and reliable, high-quality services.

Basic Policies for Road Traffic Safety

  • (1) We shall strive for zero fatal or serious injury accidents through a road traffic safety management system to ensure that customers can use vehicles safely, securely, conveniently, and economically.
  • (2) We shall promote road traffic safety by complying with all relevant laws and regulations as well as other requirements on which the Group agrees.
  • (3) We shall establish and continuously improve our objectives and targets for systematically addressing road traffic safety.
  • (4) We shall make every effort to ensure that our road traffic safety policies are understood by all officers and employees of the Group and by all other people who work for the Group.
  • (5) We shall make these road traffic safety polices available to the public.

Safe Driving Programs

We offer programs to encourage safe driving by people who are at a relatively high risk of accidents, such as those who have just obtained their driver’s license, young people, and the elderly, so that they can safely use a rental car without having an accident. Additionally, safety advice is provided before the customer departs in a rental vehicle.

Safe Driving Seminars for Corporate Customers

We conduct safe driving seminars for corporate customers.

Total Numbers of Employees in Safe Driving Seminars

FY2019 FY2020 FY2021
2,936 4,694 11,480

Responsible Marketing

The Nippon Rent-A-Car Service Group is fully aware of the impact that advertising expressions may have on consumers. Under our Management Philosophy, Corporate Conduct Charter, and Action Guidelines, we give top priority to safety and security and engage in responsible advertising and marketing with full consideration of our social responsibilities. Paying due respect to the consumer’s standpoint, we use expressions that are always based on fact and never use any that may mislead consumers about the characteristics or quality of our services. We understand the expectations and demands of society and reflect them in our business activities.

Protecting Privacy

The Nippon Rent-A-Car Service Group recognizes that protecting customer personal information is a top priority. We handle personal information in compliance with the related laws and regulations as well as internal company rules, etc.