Communication with our customers is a crucial starting point for our business activities. We sincerely listen to the voices of each and every customer, valuing two-way dialogue, and use it to improve our products and services and create new value.
We share and analyze customer feedback and inquiries internally, and incorporate them into various departments such as advertising and marketing, research and development, and manufacturing, to improve product quality and ensure safe and appropriate product use. Furthermore, we continuously strive to provide accurate and easy-to-understand information so that customers can use our products with confidence. We appropriately deliver information on usage, precautions, and product details, and we carefully respond to customer questions and concerns.
In this way, we aim to utilize the insights gained through dialogue across all our business activities and realize value delivery that is tailored to our customers' needs.
Inquiries/Information Provision
Initiatives at the "Communication Call (Customer Service Center)"
Our company has established a "Communication Call" service to handle inquiries via telephone, our website, and chatbot. We strive to provide courteous service, especially for frequently asked questions about diagnostic tests, contact lenses, and herbal medicines, for which we have dedicated hotlines. Our company supports our customers' "beauty and health" through products such as over-the-counter (OTC) medicines, functional cosmetics, and functional foods. Since many of our products reach customers through retail stores, we consider the role of our "Communication Call" service, which allows us to hear directly from our customers, to be very important.
Furthermore, on the "Communication Call" webpage, we are working to enhance the information available so that customers can check the information they need at any time. This includes product information, drug package insert search, store locator, and information on discontinued products.
Communication Call
Information provision with accessibility in mind.
Our company is committed to improving the accessibility of product information to make it easier for diverse users (including those with visual impairments and native language speakers) to use our products. Specifically, we utilize accessible code to provide product information through features such as text-to-speech and multilingual support. We also design our packaging so that the code location can be easily identified by touch, creating an environment where people with visual impairments can easily access information. These efforts are being rolled out gradually to products such as eye drops and oral medications, and are being used to improve how product information is provided.
We will continue to enhance our information provision to ensure that all customers can understand and use our products safely and appropriately.
We value customer feedback
Voices of joy and surprise
We share the feedback we receive from our customers as "Voices of Surprise and Delight" with all employees at our company-wide morning meeting. We appreciate and encourage our customers' feedback and incorporate it into product improvements and future product planning.
It all began in 1952 (Showa 27) with a questionnaire postcard entitled "User Feedback" that was enclosed with ROHTO Peni-my. For the 70 years since then, we have treasured the feedback we have received from our customers in various forms, including postcards, telephone calls, and emails. In fiscal 2024, we received 3,077 delightful and surprising comments.
Quality improvement from the customer's perspective
We analyze customer feedback, inquiries, and expressions of satisfaction to develop better products and services. We also strive for clear and easy-to-understand labeling, and we regularly update our products, website, and online shop.
Furthermore, we incorporate the perspectives of diverse customers into our product design to improve ease of use. For example, we promote improved product accessibility by designing containers that are easy to open, making them user-friendly for a wide range of customers.
Through these initiatives, we aim to provide products and services that all our customers can use with peace of mind.
Responsible Advertising and Marketing
Rohto Pharmaceutical Co., Ltd. views advertising as an important means of communication connecting customers and the company, and actively disseminates information through a variety of media, including television, newspapers, websites, and social media. In advertising and marketing for each of our businesses and products, including OTC pharmaceuticals, cosmetics, and food products, we comply with relevant laws and regulations, including the Pharmaceuticals and Medical Devices Act and the Premiums and Representations Act, as well as administrative guidelines and industry self-regulatory standards, and strive to eliminate false or exaggerated expressions and misleading content. In addition, from the perspective of respecting human rights and diversity, we take thorough measures to avoid using inappropriate expressions or expressions that may lead to prejudice or discrimination against specific individuals or attributes.
Furthermore, we have established an appropriate verification system, including conducting internal reviews of the content of our advertisements and displays. When creating advertisements, we prioritize clearly communicating not only the value of our products but also our company's initiatives and stance to our customers, and we strive for fair and trustworthy representation.
Through these initiatives, we are promoting an environment where customers can choose products with confidence and practicing responsible marketing.
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Providing information in good faith
- We provide factual information without exaggerating the features, prices, or effects of products or services.
- We avoid ambiguous expressions and wording that may mislead customers, and we create products and advertise based on trust.
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Consideration of fairness and diversity
- We will avoid discriminatory language based on race, ethnicity, age, religion, creed, sex, nationality, social status, disability, sexual orientation, gender identity, physical characteristics, chronic illness, etc., and will use language that is free from prejudice.
- We aim to deliver inclusive messages that take into consideration all customer segments and to conduct marketing that is open to everyone.
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Respect for consumers
- We strive to provide easy-to-understand explanations and expressions, and respect the customer's right to make choices.
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Social responsibility: environmental, sustainability and community contribution
- We will promote initiatives that contribute to solving social issues and realizing a sustainable society, with a focus on activities and communication linked to the SDGs (Sustainable Development Goals).
- We create products and conduct advertising and marketing with consideration for a diverse range of users, including children, the elderly, and people with disabilities, ensuring that all users can understand and use them safely and appropriately.
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Display based on internal system and guidelines
- We will create an in-house review system for labeling and carry out checks.
- We provide education and training at least once a year to employees involved in advertising and marketing in an effort to improve their literacy.
Institutional membership
Two-way communication
Providing health information
In addition to providing product information and health information related to our products through our website, we also provide a wide range of beauty and health information that is not limited to our product lineup.
Since its launch in 2010, we have been contributing to the health of everyone through our information magazine "Taiyo Egao fufufu," which we have been delivering free of charge to our customers four times a year. We will continue to provide useful information to deliver well-being to people around the world.
Sun smile fufufu
Communication through fan sites
We operate a fan site called "COCO ROHTO Park" that fosters beauty and health together with our customers. In addition to introducing original articles useful for daily skin care and health, the site also provides a forum for two-way communication where we can share information about our products and company initiatives through monitor campaigns and events where customers can try new products early, and hear directly from customers. Our predecessor, "Rohto Club," was the pharmaceutical industry's first online customer membership organization, and contributed to uncovering customers' latent needs while deepening one-on-one communication. We will continue to strive to be a company that is needed by everyone.
COCO ROHTO Park