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Brand Restructuring for ORBIS

No. 1 in Customer Satisfaction in Mail-Order Sales

Mail-order sales—continuing to grow year after year as consumers become more comfortable with the direct-marketing process as a shopping method. In this industry, ORBIS is highly regarded by customers, capturing such industry accolades as the best site for customer satisfaction in after-sales service (online shop category) by Nikkei Business surveys in three consecutive years—2009 to 2011—and also the top site in the Online Retail Sector, Own Brand Category six years running-2015 to 2020-in the Japanese Customer Satisfaction Index survey.
The secret to such high levels of customer satisfaction is an emphasis on service that no other company can match. In all aspects, from ordering to delivery and payment and even product returns, ORBIS meticulously strives to make the mail-order process convenient and easy from a customer perspective. For instance, the company offers free returns within 30 days of purchase, and next-day in the shortest delivery throughout Japan. This approach to customer service has created enormous customer loyalty.

Features of the online and mail-order sales business

Specific Steps in Brand Rebuilding

Today, 26 years after the brand debut, ORBIS is working to clarify the value provided in its products and services, which will lead to more fans of the brand, and is also pursuing measures to reinforce its revenue structure.

Brand Rebuilding

To achieve these steps, ORBIS is pursuing measures that highlight three objectives: enrich its lineup of skincare products, enhance online communication with customers, and improve service quality still further. Through efforts emphasizing these goals, the company will secure stable revenues and boost customer satisfaction to an even higher level.

Enriched Lineup of Skincare Products