Communication with Customers

True to its “customer first” commitments, Toray Group has conducted a group-wide customer satisfaction survey every three years from 2008 to 2020.
To better ascertain customer needs, the Group currently conducts market research and other surveys in each business area as needed and strives to reflect customer feedback in its operations.
Moreover, the following activities are being actively promoted to share information with customers, helping them gain a deeper understanding of the Group.

Customer Satisfaction Survey

Toray Industries, Inc. conducts annual customer satisfaction surveys in certain businesses. Satisfaction levels regarding quality, cost, and other factors are evaluated on a five-point scale. The results are shared internally so that each employee can recognize issues, leading to initiatives for improvement and the delivery of higher-quality customer service.

Showrooms

Toray Industries has set up showrooms at the Toray Human Resources Development Center (Mishima), at the Innovation Plaza (Shiga Plant), and at other major Toray sites as spaces for communicating with customers. These showrooms feature accessible displays of Toray’s business and product applications. The goal is to deepen understanding of the Toray Group Sustainability Vision and Toray Group’s commitment to leverage its innovative technologies and advanced materials to contribute solutions on a host of issues. In fiscal 2024, exhibit areas at two locations—the Innovation Gallery (Head Office) and the Innovation Plaza (Shiga Plant)—were also renovated.

• Innovation Gallery (Toray Industries Inc. Head Office)
• Innovation Plaza (Toray Industries Inc. Shiga Plant)

Global Communication Assets

Toray brand video: You Cannot Be Serious! - McEnroe x Toray announcement

As a global company, Toray has developed corporate communication tools, such as story-based videos focusing on Toray employees, to convey the company's core values to customers and stakeholders in Japan and elsewhere. These videos showcase the intrinsic value Toray employees bring to society.
A third installment was made in a series following the short film, “Straight Path,” which portrays the life of Tri Q. Huynh, President of Toray Membrane USA, Inc., and the brand storytelling video “A Revolution in Aviation,” illustrating Toray’s collaboration efforts with the U.S. startup Joby Aviation, Inc., in developing urban air mobility systems (flying cars). This installment is entitled, You Cannot Be Serious! - McEnroe x Toray announcement. In this video, Toray Industries President Mitsuo Ohya and tennis legend John McEnroe passionately advocate for a hydrogen-based society and express their determination to confront the climate crisis.
These three videos are being shared worldwide as a powerful way to explain the value that Toray aims to create in society.