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Voice of the Customer


Fujitsu adopts a ‘Balanced Business Scorecard’ approach to its strategy. After a period of delivering record profits for its shareholders in the UK & Ireland, as well as winning key accolades as both an employer and responsible business, it approached Chime Insight & Engagement (CIE) to help ensure that it was delivering equally highly in the fourth quadrant – customers.


CIE have worked with Fujitsu to build and implement a game-changing “Voice of the Customer” programme that is as much about cultural change as it is a measurement mechanic. With a combination of in-depth interviews and regular account snapshots, the results are accessed via a state of the art portal which allowed account teams and Fujitsu’s senior leadership to respond quickly to customer feedback.


The programme’s success in the UK & Ireland has led to plans for a roll-out across Fujitsu’s global territories, ensuring that best practice brings benefit to Fujitsu’s customers – and the business – worldwide.