Monex Group offers its products and services that contribute to improving individual's well-being under its corporate principle of "designing innovative ways of managing money in a new era so that customers can realize individual self-fulfillment and optimize their lifetime balance sheet". With the basic thinking above, Monex group and each group company establish its customer-oriented business operation policies to improve the service quality of the entire group. Further details can be found in the link below.

Monex Group offers its products and services with an aim of improving individual's well-being under its corporate principle of "designing innovative ways of managing money in a new era so that customers can realize individual self-fulfillment and optimize their lifetime balance sheet"

 

In line with the basic thinking above, Monex Group, Inc., the holding company, established the following "Monex Group Responsible Products and Services Offering Policy" for improving the customer experience of its entire group offerings, while each group company is striving to improve the customer experience under the following respective group company policies. With the following policies and management structure, Monex Group as a whole is working to improve the customer experience and achieve the individual's well-being through its products and services offering.

Monex Securities has established a "Customer-Oriented Business Conduct Policy" and strives to provide products and services based on the PDCA management of the key performance indicators (KPIs) such as customer satisfaction indicator through its servifces. In addition, the management team plays a central role in improving customer-oriented business operations by proactively creating a mechanism to collect feedback from customers and implementing a PDCA cycle to utilize such feedback in the daily product and service offerings. The following website shows the track-record of its KPIs as well as the Monex Securities' customer-oriented business conduct policy.

TradeStation is focused on continuous improvement and innovation in the quality of the trading experience at TradeStation, with the goal of delivering superior products and services to its clients, while allowing its employees to work within a high-performance culture. In line with this policy, TradeStation offers a variety of opportunities for clients to provide feedback on its products and services, and in 2024, TradeStation management held a closed meeting with its select clients to gather more in-depth feedback and also gave them a high-level roadmap of the next steps on TradeStation's future.

 

Customer feedback gathered on these occasions is a key element in adapting to changing customer demands, growing, and improving customer satisfaction. To this end, in 2022, TradeStation introduced the measurement of customer satisfaction through the Net Promoter Score (NPS), which is leveraged along with other channels through which customers can provide feedback.

Coincheck accepts a wide range of customer requests and inquiries, and is working to build an operational structure that can respond to these inquiries promptly. In addition, in order to proactively collect feedback from customers on their service experience, we conduct weekly "user interviews," in which not only the marketing team but also the designers and business team can freely participate, thereby ensuring that customer requests are shared and permeated across team boundaries. Furthermore, the insights gained from these interviews are reflected in the improvement of each service, with marketing and product business promotion member taking the initiative in incorporating them into the product development process. Through these efforts, Coincheck is striving to create a safe and secure environment for "new value exchange" and provide a quality customer experience under its corporate mission of "making new value exchange more accessible.