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NEXCO Central Japan (headquarters: Naka-ku, Nagoya; President CEO: NAWATA Tadashi) has received the 2024 CRM Best Practices Award, selected by the CRM Association of Japan. This award recognizes companies, government agencies, organizations, and local governments that have achieved results by building relationships with customers from the perspectives of strategy, operations, and organization, with the aim of realizing customer-centric management. This marks the third consecutive year that the company has received the award.
One of our basic policies is to "think from the customer's perspective," and we are working to improve the quality of our services based on customer feedback (inquiries, opinions, and requests). This Mei-Nikan Expressway, we were recognized for our efforts to further minimize the impact on customers during the concentrated construction work on the Meikan Expressway, by implementing a continuous day and night road closure system, which was the first of the three NEXCO companies to do so.
We will continue to improve our customer service processes, including utilizing these mechanisms, and strive to provide services that meet customer expectations. (Examples of improvements made based on customer feedback can be found here.)

*CRM: Customer Relationship Management. In Japanese, it is translated as "customer relationship management" or "customer relationship management."

Name of the winning model: "Planned road closure for comfortable use model"

The CRM Association issued the following comment regarding the award:
"As a company that supports Expressway, an important piece of social infrastructure, the company has adopted 'thinking from the customer's perspective' as its corporate philosophy, and has made it its basic stance to meet the expectations of stakeholders. In Mei-Nikan Expressway intensive construction project, in response to customer feedback (complaints about a lack of awareness of traffic regulations and unexpected congestion), the company resolved the issues by adopting a method of continuous day and night road closures instead of lane restrictions. This is a large-scale measure that seeks to cooperate with the local community in providing a comfortable user environment and improving safety and convenience, and the efforts that went into making it a reality are clear. In addition, the company's efforts to resolve the lack of awareness by making full use of various media (including social media) to disseminate information about traffic regulations are a commendable example of consideration for customers."
*For more information about the CRM Council, click here

Vice Director General Imai of the Nagoya Regional Head Office delivering his acceptance speech
 

Commemorative photo with the companies that received the "2024 Best Practice Award"