Responsibilities to Our Customers
Relevant SDGs
Because our Group has its roots in the watchmaking business, we have constantly pursued increased precision and more advanced technology over many decades, resulting in the creation of very high-quality products and services. This excellence in functionality, quality, and technical advancement serves as the foundation of value in our Group. We always value a customer-oriented approach and will continue to provide high-quality products and services from the customer’s perspective.
Basic Approach
Our Group will continue to provide ever-better products and services, building on the legacy of trust established by our predecessors through their attention to quality. By preserving and developing outstanding technology, we will respond to customers’ needs and the needs of the times and continue to grow with society as a solutions company. Providing high-quality products and services that are trusted by society is a key mission for our Group.
Accurate “time” enriching social life
In a highly systematized society, all things are connected by precise time, and even the slightest time discrepancy can cause disruptions to transportation and communications. For this reason, time synchronization, which accurately adjusts the clocks on electronic devices that handle information, is considered an essential technology in modern society.
Seiko’s high-precision time synchronization is also used by the Tokyo Stock Exchange. At the start of trading at 9 a.m., the market is flooded with tens of thousands of orders per second. Our time synchronization technology, which is accurate to within 1/10,000,000 of a second, ensures transactions are executed in the correct order, providing investors with fair trading opportunities.
This technology will continue to meet the demand for ultra-high precision time synchronization by catering to the needs of individual fields, including broadcasting, communications, railways, finance, electric power, and IoT.
Delivering “SETSUGU” customer service by combining online and offline customer data
WAKO, located in Ginza, aims to provide “SETSUGU” customer service, a unique form of Japanese hospitality that goes beyond ordinary customer service, by listening carefully to understand the latent needs of customers and providing services and experiences that are tailored to them.
The adoption of the “SETSUGU” OMO solution, provided by SEIKO Solutions to enable on-site sales staff, who actually interact with customers, to provide better customer service, has enabled the integration of online and offline customer data and the utilization of that data in the field. In 2024, we launched a membership card app service as a new “SETSUGU” function for realizing customer experience improvement through the advanced data utilization required to provide the level of “SETSUGU” for which Wako aims.
We will continue to create new solutions by combining a spirit of hospitality that meets the needs of the times with technical capabilities cultivated over many years.
Establishment of Support Structure
Service Network Covering Markets Worldwide
Seiko Watch provides services in 145 locations across 96 countries and regions. The after-sales service department at SWC headquarters monitors and improves the quality of service at all local service centers, aiming to provide the same high standard of service worldwide. As part of this effort, we continuously train technicians capable of repairing sophisticated Grand Seiko products locally. We also continue to audit the quality of service at local service centers.
As we did with Grand Seiko, we have established a certification system for Seiko brand watch technicians who can repair, for example, solar-powered GPS satellite radio-controlled movements. They study these techniques through remote learning, and they continue to develop their skills so that the level of repair skills at service centers in each country steadily increases.
Grand Seiko customers have a deep affection for the movement, but also for the case and the bracelet, so we offer a complete service package that meticulously overhauls the movement and also polishes both the case and bracelet. We will keep expanding our network of local service centers to provide prompt and careful service, repairs, and maintenance of these world-class timepieces.
Easy Access to Factory Repairs with our “Online Repair Desk”
Seiko Watch offers the “Online Repair Desk” service. With this service, customers can input necessary details from their computers or smartphones, and immediately receive an estimate of the repair cost and approximate delivery time. This system allows busy customers or those without a nearby retail store to easily request repairs from the manufacturer, ensuring the use of genuine parts and benefiting from Seiko’s advanced workshops and skilled craftsmanship.
