ブックメーカー野球-Oriented Initiatives

“We grow and prosper together with our customers by providing them with services of greater value.” Making this commitment a component of “Our Mission,” we work toward the enhancement of ブックメーカー野球 Experience (CX) and quality through collaboration among Group companies.

We have established the CX Improvement Subcommittee and the CX Improvement Committee as bodies through which we advance initiatives, reinforce management systems, and promote Group coordination related to ブックメーカー野球-oriented business operation.

The CX Improvement Subcommittee invites external experts as advisors and engages in exchanges of opinions for further entrenchment of ブックメーカー野球 orientation. The CX Improvement Committee, which has members of the Group Management Committee as its members, deliberates on measures based on reports from the CX Improvement Subcommittee.

SMBC, SMBC Nikko Securities, and SMBC Consumer Finance have declared their intent to comply with the ISO 10002 (JIS Q 10002) international standard with regard to their processes for incorporating ブックメーカー野球 feedback into management.

To provide products and services grounded in a ブックメーカー野球 -oriented approach, SMBC Group always confirms that a ブックメーカー野球 need for the products and services exists, and that adequate assessments and responses to potential risks are taken during the planning and development stages. We also carry out periodic quality reviews of existing services. The CX Improvement Subcommittee, composed of external experts and heads of relevant departments, reviews and discusses the efforts of Group companies to improve the quality of products and services.

Based on the “Principles for ブックメーカー野球-Oriented Business Conduct” guidelines on fiduciary duties released by the Financial Services Agency, SMBC Group has formulated its “Basic Policy for ブックメーカー野球-Oriented Business Conduct” and “Basic Policy for ブックメーカー野球-Oriented Business Conduct in the Retail Business Unit.”

Initiatives for Promoting ブックメーカー野球-Oriented Business Conduct
SMBC Group will implement the following initiatives to entrench the principles of ブックメーカー野球-oriented business conduct into its activities.

• 1.Provision of Products and Services that Meet the Best Interests of Customers
• 2.Easy-to-Understand Explanation of Important Information
• 3.Clarification of Fees
• 4.Management of Conflicts of Interests
• 5.Frameworks for Properly Motivating Employees
• 6.Ensuring a Framework to Provide Products and Services that Meet the Best Interests of Customers

Through such initiatives, SMBC Group aims to facilitate the shift from savings to asset formation in Japan. To facilitate customers’ understanding of SMBC Group’s initiatives, we will regularly disclose information on the status of initiatives under our basic policy. To achieve better business operation, we verify the status and outcomes of initiatives, undertake revisions as necessary, and disclose details.

See of the Appendix for more information on the “Basic Policy for ブックメーカー野球-Oriented Business Conduct.”

Based on Sumitomo Mitsui Financial Group’s “Basic Policy for ブックメーカー野球-Oriented Business Conduct,” the Retail Business Unit further sets policy on specific initiatives for offering service as a retail company engaged in asset management and asset formation for retail customers. The Retail Business Unit acts under a Plan–Do–Check–Act (PDCA) cycle that entails disclosing specific “Integrity Indicators,” confirming and analyzing their status, and then utilizing them to improve business operation. Through these initiatives, we aim to deliver products and services that truly align with our customers’ needs, thereby realizing the best interests of each ブックメーカー野球. By getting to know our customers well and ensuring they make informed decisions, we strive to provide personalized solutions tailored to each individual.

To help customers achieve a fulfilling and secure life, we are committed to adopting a ブックメーカー野球-oriented performance evaluation system and enhancing the selection and introduction of appropriate products that serve their best interests.

Policy on Initiatives

• 1.ブックメーカー野球-Oriented Wealth Management Proposals Based on Medium- to Long-Term Diversified Investment
  With a focus on accurately addressing customers’ wealth management needs for asset protection and formation, we will offer ブックメーカー野球-oriented wealth management proposals based on medium- to long-term diversified investment. Through this approach, we will focus on the ブックメーカー野球-oriented provision of financial products.
• 2.Improvement of our Products Lineup Based on ブックメーカー野球- Oriented Business Conduct
  We will enhance our product lineup through ongoing revisions, utilizing third-party evaluations of our products and Group companies’ products as necessary, to accurately address customers’ needs for asset protection or formation. We will also enhance the information we provide to customers and take steps to make it easy to understand.
• 3.Enhancement of ブックメーカー野球-Oriented After-Sales Services
  We will strive for attentive after-sales services to support long-term holding of our wealth management products with confidence.
• 4.Improvement of ブックメーカー野球-Oriented Performance Evaluation Systems
  We will improve our performance evaluation systems to encourage employees in carrying out effective ブックメーカー野球- oriented sales activities.
• 5.Initiatives for the Improvement of Consulting Capabilities
  We will continuously enhance our consulting capabilities to ensure that we propose optimal solutions to customers’ wide-ranging needs.

Integrity Indicator^*

• 1Increase in balance of investment assets
• 2Balance of investment trusts and fund wraps
• 3Number of customers holding wealth management products
• 4Sales ratio by wealth management product
• 5Investment trust cancellation rate
• 6Fund wrap contract and cancellation amounts
• 7Amount of fixed-term foreign currency deposits, foreign currency balance
• 8Number of investment trust and automatic foreign currency deposit accounts
• 9Investment trust and automatic foreign currency deposit amounts
• 10Number of NISA Accounts
• 11Lump-sum insurance product sales amounts by product
• 12Ratio of investment trust products of Group companies
• 13Investment trust (including fund wraps) sales (contract) amounts (by monthly payment type or other)
• 14ブックメーカー野球 ratio by investment trust/fund wrap operation gain/loss
• 15Cost and return of top-ranked (by balance) investment trust products
• 16Risk and return of top-ranked (by balance) investment trust products
• 17ブックメーカー野球 ratio by foreign currency-denominated insurance management rating
• 18Cost and return by foreign currency-denominated insurance products
• 19Status of FP qualification holding

See SMBC Group Retail Business Unit’s “Policy on Initiatives for ブックメーカー野球-Oriented Business Conduct” for details.

For information on our ブックメーカー野球 satisfaction and quality improvement initiatives, please refer to the following link.