Enrich Society

Main achievements in 2020

Number of
B2B2X projects

66
publications

Number of
UD-capable products
and services provided

10
publications

Contribute to Society through ICT and Data Usage
Response rates at
our call centers

79.4
%

Number of
improvements
made based on
suggestions
from customers

369
publications

Pursue Customer Satisfaction
Number of
academic papers
published outside
the company

0.87
publications
/employees

Number of successful
practical applications

0.82
publications
/employees

Reinforce and Globalize Research and Development

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CSR Priority Activities	Medium-term Targets	CSR Quantitative Indicators	KPI	Target Achievement FY	Result (FY)
CSR Priority Activities	Medium-term Targets	CSR Quantitative Indicators	KPI	Target Achievement FY	2017	2018	2019
Contribute to society through ICT and data usage	Evolve into a B2B2X business model which uses digital services and data management	Number of B2B2X projects	100 projects	FY2021	--	39	66
	Leverage the characteristics of 5G to create new value with a broad range of partners	5G service- related indicators^*	To be set at the commercialization stage
	Promote personalization to support changing lifestyles	Number of places where payments can be made and points can be used^*	Two million places	FY2021	0.84 million	1.05 million	1.71 million
	Provide ICT services available for a broad range of customers, including the elderly and persons with disabilities	Number of UD- capable products and services provided	Expand	--	14	12	10
Pursue customer satisfaction	Provide high value- added products and services and fine- tuned support	Reductions in waiting and customer service times at DOCOMO shops^*1	Decrease by half compared to FY2018 (over 2 hours on average)	--	--	--	65 minutes
		Number of improvements made based on suggestions from customers	More than in the previous fiscal year	--	496	399	369
		Response rates at our call centers	Better than in the previous fiscal year	--	88.6%	86.5%	79.4%
Reinforce and globalize research and development	Globalize and expand the competitiveness of research and development to generate world bests, world firsts, and amazing results	Number of patent applications^*2	More than in the previous fiscal year	--	0.82 applications /employees	0.85 applications /employees	0.87 applications /employees
		Number of academic papers published outside the company	More than in the previous fiscal year	--	0.76 publications /employees	0.76 publications /employees	0.82 publications /employees
		Number of successful practical applications^*	More than in the previous fiscal year	--	0.064 publications /employees	0.070 publications /employees	0.066 publications /employees