Dialogue with Stakeholders

Stakeholders of the Japan Post Group

Stakeholders Main engagement methods
Customers
  • Post of ce counter service personnel, delivery staff, sales personnel, and call centers
  • Websites, social media, etc.
  • Customer satisfaction surveys
  • Integrated Reports and Sustainability Reports
Shareholders
  • General Meeting of Shareholders
  • Video messages for individual investors
  • Financial results briengs, small meetings
  • Dialogues with institutional investors and analysts
  • IR conferences
  • Integrated Reports and Sustainability Report
Communities
  • Disaster and COVID-19 countermeasures
  • Cooperation with local governments
  • Flow of funds into communities
  • Watching over communities
  • Next-generation education
Employees
  • Dialogues with employees
  • Training
  • Group internal newsletters
  • Employee portal website
  • Employee satisfaction surveys

The Group's Customer Satisfaction Survey

In order to accurately identify the state of products and services from customers' viewpoints and respond to new demand, etc., a survey is conducted on customers' evaluations in terms of their level of satisfaction, their intent to use products and services, etc.
In addition, as an indicator to measure and analyze the details of improving customer satisfaction, the Japan Post Group uses NPS®*.
For the purpose of further improving customer satisfaction, the Japan Post Group will continue to perform fixed-point observation into the future and utilize the findings from the Group's customer satisfaction survey in management.
*NPS®:Net Promoter Score is a registered trademark of Bain & Company, Inc., Fred Reichheld, and NICE Systems, Inc.

Utilizing Customer Feedback in Management

The following are examples of how employees used their creativity to improve products and services based on valuable feedback and requests from customers.

Customer Feedback Improvements
[Japan Post]
It is inconvenient because certain post office counters do not accept cashless payments.
We adopted cashless payments for postal services at approximately 20,000 directly managed post offices countrywide.
[Japan Post Bank]
I want to be able to withdraw money from the ATM without my cash card.
We added a function to the Yucho Bankbook App and by reading the 2-D code on the ATM screen, cash can be deposited or withdrawn without a cash card.
[Japan Post Insurance]
Filling out the forms when conducting procedures is a hassle. I wish it was simpler.
Starting from October 10, 2023, certain procedures can be done paperless.
Furthermore, from March 18, 2024, the scope of paperless procedures has expanded.
As a result, the hassle of filling out customer forms, including paper claims, has been reduced significantly and procedures have been simplified.
■Applicable procedures
・Designation and change to the insurance beneficiary 34
・Claims for hospitalization and surgical insurance benefits, etc. (from March 18, 2024)

Employee-president meetings

Meeting for mutual exchange of opinions

In an effort to foster an open corporate culture, the president of Japan Post Holdings meets regularly with employees of all Group companies across Japan for and exchange of ideas and opinions.
Participants discuss such topics as the Group's future vision and how best to improve services based on customer feedback. These meetings allow the broad sharing of management policies with employees, and reflect in management the feedback from workplaces.

Investor Relations Activities Report

To contribute to sustainable growth and enhancement of corporate value over the medium to long term, the Japan Post Group aims to disclose information accurately and equally to all shareholders and investors and endeavors to engage in constructive dialogues. Feedback and requests received through such dialogues are discussed periodically at Board of Directors' meetings, and utilized to improve management.

Activities in the fiscal year ended March 31, 2025

Activity Detail
Main respondents*1 Director and Representative Executive Officer, President & CEO; Director and Representative Executive Officer, Senior Executive Vice President; Representative Executive Officer, Executive Vice President; IR Office, Corporate Planning Department
The 19th Annual General Meeting of Shareholders Date: June 19, 2024
Individual Interviews with Institutional Investors & Analysts*2 Overseas investors: 97 firms
Domestic investors: 23 firms
Securities analysts: 30 firms
Financial Results Conferences and Small Meetings for Institutional Investors and Analysts*2 Meetings held: 8
Number of participants: 973
The 20th Annual General Meeting of Shareholders Date: June 25, 2025
  1. Positions as of April 1, 2025
  2. Cumulative number of participants and times

Details of Discussion and Management Reflects Shareholder, Investor Feedback

Details of Discussion Substance of Action
Main points discussed, topics of shareholder and investor interest
  • Confirmation of better return on equity, price-to-book ratio
  • Disclosure of capital policy following disposition of Japan Post Bank's shares
  • Consideration of shareholder return policies, share buybacks
Shareholder and investor feedback given to management and Board
  • Feedback submitted to Board twice annually
  • Feedback reports given to senior managers as needed
Action taken based on discussions with shareholders and investors
  • Steps taken to increase shareholder returns
  • Small meetings held for institutional investors
  • Broader information about human capital management is disclosed

IR annual schedule

First Quarter Apr.  
May Full-year financial results
Jun. General Meeting of Shareholders
Second Quarter Jul. Integrated Report issued
Aug. 1Q financial results
Sep.  
Third Quarter Oct.  
Nov. 2Q financial results
Dec.  
Fourth Quarter Jan.
Feb. 3Q financial results
Mar.  

Dialogue with Outside Experts (January 29, 2026)

Facilitator
MORI Setsu
President and CEO of Alterna,
Musashino University
Visiting Professor at the
Graduate School of Environmental
Sciences

On January 29, 2026, the Japan Post Group held a dialogue with outside experts. With MORI Setsu, President and CEO of Alterna Co., Ltd. and Visiting Professor at the Graduate School of Environmental Sciences, Musashino University , serving as facilitator, three outside experts provided evaluations, identified future challenges, and shared their expectations and recommendations from a broad range of perspectives to support the identification of materiality — the most critical management issues — for the next Medium-term Management Plan.

Comments from Experts

SEKI Masao
Visiting Professor,
The Open University of Japan

I believe that the Japan Post Group has been consistently integrating sustainability into its management over many years and organizing its materiality through an orthodox process. While the issues have been clearly identified, it is not yet entirely clear how they are linked to the realization of the Group's management philosophy and Medium-term Management Plan, what goals the Japan Post Group aims to achieve, and what kind of change it seeks to bring about in society. It is important to present these directions in a way that is understandable to both employees and investors through materiality.
The essence of materiality lies in presenting it at approximately 80% completion and allowing it to grow and take shape through dialogue and practice. In this process, it is essential to conduct thorough internal discussion. What is required is the kind of sharing and dialogue that enables each of the Group's 300,000 employees to understand how they personally contribute to realizing the materiality.
KPIs are also critical to the effective operation of materiality. Adopting an impact-oriented mindset that is conscious of the changes brought about in society and striving to capture the magnitude of change over the medium to long term, will lead to a better understanding of future risks and opportunities.

YOSHITAKA Mari
Guest Professor,
Faculty of Environment and
Information Studies,
Keio University
Representative Director,
Virtue Design Association

There is now a shift underway from the phase of of scenario planning through backcasting and disclosure to the implementation phase. Investors place great importance on the disclosure of an integrated growth strategy that combines financial and non-financial information. It is important to present in an integrated manner how the long-term vision of the Medium-term Management Plan, materiality, and key strategies are linked to the overall growth strategy. At the same time, it is not easy for employees to take ownership of materiality, and disclosure must also be tailored to the intended audience.
In recent years, there has been a growing focus on the impact of corporate activities on societal changes driven by AI and digitalization. There is also a growing trend toward incorporating human capital into corporate strategy as a growth resource with financial implications. It is also important to design KPIs as growth drivers, not merely management metrics.

MANAGI Shunsuke
Distinguished Professor,
FACULTY OF ENGINEERING,
Department of Urban and
Environmental Engineering,
KYUSHU UNIVERSITY

As depopulation progresses, the maintenance of the foundations of daily life in local communities has become a pressing challenge. The Japan Post Group, with its nationwide network of locations, serves as social infrastructure that supports local communities through universal services — a source of value that sets it apart from other companies. Enhancing the well-being of people through the functions of postal, banking, and insurance services is of great importance, and it is essential that materiality incorporate both a social infrastructure perspective and a measurable well-being dimension, with these factors assessed quantitatively.
The same applies to employees. Measuring subjective well-being and analyzing its underlying factors will contribute to improving employee well-being. In a time of significant social and institutional change, it is important to flexibly revisit conventional assumptions and put in place a framework that fosters continuous challenge.

Comments of attendees from Japan Post Group in response to comments by experts

ASAI Tomonori
Senior Managing Executive Officer,
Japan Post Holdings Co., Ltd.

We are still discussing risks, opportunities, and strategies. In light of the valuable feedback received today, we plan to further our deliberations by focusing on the changes we aim to bring about in society and the impact we should deliver. Our goal is to clarify our direction. Regarding KPIs, we will organize metrics that contribute to growth as well as metrics related to trust. Our aim is to ensure that these metrics function effectively in both financial and non-financial aspects.

TANAKA Hiroyuki
Senior Executive Officer,
Japan Post Co., Ltd.

I believe the nature of universal services is subject to change depending on the era and the region. It is important to capture such changes and engage in dialogue about what should remain unchanged and what should be adapted. Amid increasingly challenging conditions – including depopulation and growing difficulty in securing human resources – we intend to ensure the continued functioning of the postal network through flexible operations, such as suspending counter services during midday hours, while responding to change with due consideration for the well-being of both our customers and our employees.

SHINMURA Makoto
Senior Managing Executive Officer,
Japan Post Bank Co., Ltd.

At our bank, rather than discussing materiality in isolation, we have newly defined a vision of our “desired state over the medium-to-long term” grounded in our purpose and management philosophy. We have incorporated this vision into the process of formulating our Medium-term Management Plan, with both being discussed in an integrated manner. As a result, we have organized our materiality in alignment with the initiatives outlined in our Medium-term Management Plan. Through materiality, we aim to create a cohesive narrative that connects our purpose to employees’ day-to-day work, thereby fostering a greater sense of engagement among our employees.

HANADA Ichisei
Executive Officer,
Japan Post Insurance Co., Ltd.

Japan Post Insurance’s management philosophy expresses our determination that all executives and employees will work together to be always close at hand and to protect the well-being of each and every one of our customers. At the heart of this commitment lies well-being. We believe it is a universal challenge that society will continue to pursue. Through our life insurance business, we will deliver peace of mind to our customers, support the creation of a vibrant future, and enhance our company value.

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