Monex, Inc.'s Orientation Committee Reaches 100 Sessions with Customer Enthusiasm Driving the Entire Company  
 

Monex, Inc.’s quarterly customer dialogue event, the Orientation Committee,* celebrated its 100th session in September 2025. We spoke with Nakamura, Kashima, and Matsukuma from the Contact Centers in Tokyo and Hachinohe, all deeply involved in the planning and operation of the Orientation Committee, about the reasons for continuing this quarterly dialogue for over 25 years and its significance to the company.

 

*Since its founding in November 1999, Monex, Inc. has held the Orientation Committee every quarter, providing a venue for our employees to personally talk with customers about their opinions and suggestions. Customer feedback on services and products is reviewed internally, and outcomes of some engagement efforts are disclosed on Monex, Inc.'s website. 
https://info.monex.co.jp/customer/committee/index.html

The Driving Force Behind the 100-Session Milestone: The Passionate Commitment of Our Customers

Nakamura: The Orientation Committee has reached its 100th session not so much due to our own efforts but more to the desire of our customers to participate. We are deeply grateful for their strong passion, which continually supports us. We have many long-term Monex, Inc. clients, and the constant, active flow of applications is a major force that allows us to continue.

 

Kashima: While we cap participation at about 15 people per session, we consistently receive 200 to 300 applications each time. We carefully design each session around specific themes we want to hear our customers’ perspectives on. Their enthusiasm and keenness to engage has enabled us to sustain this quarterly dialogue.

 

Matsukuma: In the online brokerage world, communication often relies heavily on one-on-one phone calls. However, in the Orientation Committee, we hold Zoom meetings where we divide customers into small groups of five using the breakout room function and have three of our executives and employees—a facilitator, a support staff, and a note-taker—listen to their comments. For a net brokerage where in-person interaction is rare, this event allows employees to meet customers directly and provides customers a unique and valuable experience.

(Left: Keito Matsukuma, Tokyo Inbound Group, Contact Center, Monex, Inc. / Right: Misaki Kashima, Monex, Inc.)

Creating a Natural and Customer-Focused Setting

Kashima:In the post-Orientation Committee survey, approximately 99% of customers report being "satisfied." We are delighted to receive open-ended comments such as, "I appreciate having a place where I can speak directly with employees, despite this being an online brokerage," and "I thought the session might be long, but time flew by." Some customers even share their thoughts on "points they couldn't fully discuss," and this level of passionate feedback speaks volumes about their high level of satisfaction.

 

Nakamura: To maximize our customers' passion, we prioritize creating a natural atmosphere where they can speak candidly. I personally make sure to enjoy the conversation itself. Every discussion with our customers brings new discoveries, and more often than not, we are the ones who end up feeling inspired and excited. I observe customer reactions and if I sense enthusiasm around a particular topic, I expand on it without straying too far from the main theme. I believe that when the facilitator is not overly formal and listens sincerely, an environment where customers feel comfortable is fostered. I encourage all Orientation Committee facilitators to practice this approach.

 

Kashima: We listen to all feedback, including the context and background, until the very end. For questions that cannot be answered immediately, we follow up later. Many improvements are realized as a result of the Orientation Committee, and we view this follow-up process as part of the overall experience. We value the post-Orientation Committee engagement just as much as the experience provided during the session itself.

(Ai Nakamura, Hachinohe Inbound Group, Contact Center, Monex, Inc.)

Orientation Committee Satisfaction is Forged in Daily Contact Center Operations

Matsukuma: The power to draw out opinions demonstrated in the Orientation Committee is a skill we hone every day at the Contact Center. When handling customer inquiries over the phone, we place the utmost importance on discerning the abstract intent behind the customer’s words and ensuring that he or she feels satisfied at the end of the call. I believe this commitment to understanding the customer is naturally demonstrated in the dialogue setting as well.

Nakamura: To determine whether a communicator is ready to work independently, we place emphasis on guidance clarity as a standard for assessing response quality. This requires both the power of listening and the power of communicating, not just relaying correct information. Clear guidance ultimately leads to shorter call times, contributing to improved customer convenience.

Matsukuma: I believe that a key reason why customers choose Monex is because of this direct dialogue, which gives customers a greater sense of familiarity, and a venue like the Orientation Committee where customers can speak naturally deepens that impression. We want to continue to value and maintain this setting where customers can comfortably speak their minds.

Kashima: The Orientation Committee survey results and session records are shared across the entire company. We receive requests from other departments to participate as observers or to share the minutes, demonstrating that a culture of listening to customer voices is spreading throughout the company. As a crucial event for driving service improvement, we will continue to embrace customer enthusiasm and expand this circle of dialogue.

 

Conclusion

 

Monex, Inc.'s Orientation Committee has been sustained for 25 years by the enthusiastic support of our customers, originating from the power of listening and the power of communicating cultivated in the Contact Center, along with our natural stance of staying close to our customers. The passionate feedback generated through this process creates a cycle that leads to new service improvements and initiatives. This continuous cycle builds an unshakeable foundation for deepening customer trust.

 

October 29, 2025
Employees’ department affiliation, title, and comments are current as of the time of the interview.