#Japan #Tokyo #Customer Support #POLA #HDI Japan

Polá Achieves Stellar Rating in Customer Support

Polá, a leading cosmetics manufacturer based in Shinagawa, Tokyo, has once again demonstrated its commitment to excellent customer service. For the fifth consecutive year, Polá's Customer Consultation Center has received the prestigious three-star rating from HDI Japan, the national branch of the world's largest membership organization focused on support services. Meanwhile, the Polá official website has also achieved this rating for the third consecutive year, further cementing the brand's reputation for outstanding customer support.

The 2025 HDI rating results specifically focus on the evaluation of support services across various categories. According to HDI, both the Customer Consultation Center and the official website not only met but exceeded expectations in delivering effective and accessible customer service.

Expert Evaluators' Comments

Experts who reviewed the Customer Consultation Center praised its blend of professionalism and approachability. They noted that the center fosters an environment where customers feel comfortable expressing their inquiries. Detailed responses regarding product differences and usage instructions were highlighted as strengths, making it easy for customers to understand the unique qualities of Polá's offerings. Moreover, the emphasis on maintaining a customer-centric pace in interactions added to the overall sense of unity and support.

In the web support category, the site stood out for its user-friendly features that allow customers to quickly search for products based on their preferences and requirements. The incorporation of detailed product pages, including step-by-step usage diagrams and videos, enables customers to easily gather necessary information. The synergy between the website and the consultation center has been particularly commended, ensuring that customers can smoothly navigate online purchases and inquiries regarding product details.

Polá's Customer Consultation Center: A Deep Dive

The Customer Consultation Center is proactive in gathering feedback from customers through various channels, including phone calls and email inquiries via a dedicated contact form. This feedback is critical for analyzing customer opinions about products, services, and sales processes. Polá uses this information to inform various departments—including management, product planning, research, production, and sales—ensuring that insights from customer interactions directly influence the development of new products and improvements to existing offerings.

In 2024 alone, over 60 improvements were implemented based on customer feedback, demonstrating Polá’s dedication to continual enhancement of its services. To deliver services that reflect the prestige of the brand, monthly training sessions are conducted focusing on product features and customer service protocols. The company actively incorporates third-party evaluations of response quality to ensure high levels of customer satisfaction.

Enhancing the User Experience on the Official Website

The Polá official website is designed with three main principles at its core: 1) helping customers narrow down what they truly need, 2) organizing information to meet their goals, and 3) simplifying data so it is easy to understand. This customer-focused approach ensures that the website provides not just any information, but relevant insights that help customers navigate the purchasing process effectively.

The overarching design concept of the site is “Less is more.” By minimizing unnecessary elements and decorations, Polá has aimed for a clean, simple aesthetic that enhances user comfort. This focus on clarity and ease of use reflects the company’s commitment to putting the customer first in every interaction, both online and offline. As Polá continues to innovate and improve its customer support services, this commitment to excellence sets the brand apart in the competitive cosmetics market.