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## Relationship With Customers 

The success of the Daiwa Securities Group is founded upon the relationship of trust we have forged with customers. We strive to maintain levels of customer satisfaction that surpass that of any industry rival. 

## <Strengthening Bonds of Trust> 

The Group places great importance on its responsibility to provide clients with clear information and explanations of all the financial products we handle, surpassing the requirements of the Financial Instruments and Exchange Act enforced in September 2007. This is just one of the ways that we promote a strong relationship of trust with our clients. 

To further enhance trust, we always go the extra mile in provid- ing post-sales service to our customers. To truly earn the cus- tomer’s loyalty, a financial institution must provide them with full explanations and address any uncertainty or dissatisfaction they might have, if and when the price of products they have purchased declines. In addition, Daiwa Securities provides investment semi- nars on the fifth of every month to inform customers about financial issues and keep them up to date on market conditions both in Japan and overseas. The 480 customer-support personnel at our call center respond to questions or concerns that clients might 

have. The call center also analyzes data on each inquiry or comment and provides feedback to the related operational divisions, in an effort to promote even higher levels of customer satisfaction. 

## <Services Accessible to Handicapped Customers and the Socially Minded> 

As Daiwa Securities renovates its sales offices nationwide and opens new branches, it places great importance on accessibility and convenience, particularly for the handicapped. For example, the number of steps or other obstacles on the floor is reduced or access ramps are provided, and service counters are widened. The company uses written communication to explain services to hearing-impaired customers, or assists them in conducting their transactions via the Internet. 

The Daiwa Point Program allows customers to accumulate bonus points for each transaction they conduct. These points can be exchanged for products or used to make donations to nonprofit organizations. On March 18, 2011, Daiwa Securities introduced a program that allows customers to convert their bonus points into monetary contributions to the relief effort for victims of the East Japan Earthquake. The full sum of these cash contributions is directed to activities that benefit victims of the quake and tsunami, via the nonprofit organization Japan Platform. 

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