Partnering with Our Clients
Nomura Group's management goal is to enhance corporate value by deepening society's trust in the firm and increasing the satisfaction of stakeholders including clients and shareholders.
Our overriding philosophy is keeping clients at the center of everything we do. The principle of client first drives all the firm's activities including product development, investment management and product distribution. By providing quality products and services to our clients, we aim to help with the steady accumulation of assets.
Offering High-Quality Financial Services
Nomura Securities seeks to enhance the quality of financial products and services offered to customers under the Guidelines for Financial Instruments Business Supervision.
Improving Products and Services
The Retail Division has set up the Customer Satisfaction Improvement Liaison Committee, which meets regularly to discuss ways to improve products, services and systems based on feedback from clients. The head of the Retail Division serves as chairman of the committee.
We also conduct client satisfaction surveys for clients who visit sales branches.
In addition, we do surveys to determine client satisfaction with each sales representative. Sales representatives that receive the highest evaluation from clients are introduced on the Nomura Securities website as asset management consultants selected by clients.
Since 2015, we have also been getting advice from local experts on our initiatives and business. We also established a Branch Advisory Board to help us further enhance our services.
Framework for Reflecting Client Feedback in Business
Customer-Oriented Business Conduct
Nomura Securities and Nomura Asset Management established the "Policy on Customer-Oriented Business Conduct" in April 2017. The firms have released target KPIs and the status of implementation of initiatives aimed at customer-oriented business operations.