Customer Usability

Under its corporate philosophy of designing innovative ways of managing money and realizing individual self-fulfillment for an ever-changing future, with the ultimate goal of optimizing each person’s lifetime balance sheet, Monex Group develops and offers services that contribute to improving each individual’s well-being, and manages its services based on customer feedback.

Monex, Inc. has established a Customer-Oriented Business Conduct Policy and strives to provide products and services based on key performance indicators (KPIs) such as customer satisfaction. In addition, we pursue customer-oriented business operations by proactively creating mechanisms to collect feedback from customers and implementing a PDCA (plan-do-check-act) cycle to utilize such feedback in developing and providing products and services. At the core of these efforts is the Orientation Committee, an initiative facilitating periodic dialogue between actual customers and employees, enabling us to directly gather opinions and requests regarding our services and products. This has been ongoing quarterly since our founding. In September 2025, the committee marked its 100th session, and it continues to serve as a means for putting accumulated customer feedback to use in improving our services.

In 2026, in response to the recent increase in unauthorized access and account takeovers, we also began a phased rollout of mandatory passkey authentication for account login. Passkey authentication is a passwordless mechanism that uses biometric and other authentication methods, simultaneously strengthening security and improving usability. By eliminating the need for conventional ID/password entry and one-time passwords, we are now providing a secure and smooth trading experience.

Furthermore, in February 2026, we fully revamped our U.S. equities trading service, providing a user experience similar to that of our Japanese equities trading service. By simplifying trading workflows, streamlining fund transfers, and accelerating account balance updates, we have created an intuitive and easy-to-use trading environment for a wide range of customers, from beginners to advanced traders.

In August 2026, we also launched the MONEX MCP Server ahead of other major securities firms in Japan, enabling AI assistants to connect to brokerage accounts. This allows customers to easily access information such as their asset holdings and transaction histories through AI platforms, further enhancing customer convenience.

TradeStation is advancing the customer experience through cutting-edge technology. In January 2026, it began offering a Model Context Protocol (MCP) connection that enables AI assistants to connect to brokerage accounts. Through this connection, third-party AI platforms can access account information, enabling customers to receive market analysis and trading support in a conversational format.

In addition, this functionality enables connectivity with Global Financial AI, an AI platform that supports the design and analysis of investment strategies, creating an environment in which customers can seamlessly conduct activities from AI-driven analysis through to trade execution. These innovations have also earned high recognition from external parties.

In our digital asset business, Coincheck develops services with a focus on providing an intuitive and easy-to-understand user experience. The Coincheck app features a simple, easy-to-navigate UI/UX design, and in 2025 it won “Best Crypto Asset App” at the APAC Awards. This recognition reflects the app’s strong usage track record in Japan and a service design that encourages continued use.

Coincheck Staking, which allows users to receive rewards simply by holding crypto assets, was launched in January 2025. By March 2026, it had reached 400,000 users, with cumulative reward payouts totaling 1.7 billion yen. Through this simple mechanism, the service significantly lowers the barriers to investing and supports ongoing asset building.