Our Efforts
toward Customers

（1）Implementing customer-oriented consultation and provision of information

• ・MUMSS seeks to understand customers’ asset management needs accurately and to provide information aligned to their intentions and circumstances.
• ・We will endeavor to make recommendations appropriate to individual customers’ lifestyles, future goals, asset status and other factors rather than adopting a uniform manner, so that all customers, regardless of their age or investment experience, can feel confident about our assistance.
• ・We will provide follow-up support and investment status reports and other information in line with customer needs.

（2）Providing detailed information tailored to customers’ level of understanding

• ・Based on an understanding of individual customers’ knowledge and experience, we will provide information making sure that our presentation can be easily understood by customers, regardless of their age or level of investment experience. When explaining product features, risk levels, fees and other information, we will compare products using Key Information Sheets on individual products and strive to provide explanations that customers can understand well.
• ・We will adopt a goal-based approach in view of customers’ investment objectives, seeking to make recommendations aligned to customers’ objectives and risk tolerances. We will endeavor to use easy-to-understand presentation tools and documents when making recommendations, also presenting portfolio analyses and model portfolios as necessary.
• ・We rank products according to price fluctuation and other risk characteristics and offer and undertake sales of products that are appropriate for customers’ risk tolerances and other criteria. In particular, for products with high degrees of complexity or risk, we judge whether to begin solicitation according to criteria set for each product category, including customers’ product comprehension based on such considerations as age and investment experience. For some products, only highly skilled staff members are allowed to give explanations, so as to provide customers with more detailed information. Meanwhile, MUMSS applies a simple procedure to the sale of JGBs with limited risks to individual investors, including providing concise information.

（3）Improvement of transparency of fees so as to contribute to customers’ investment judgment

• ・To increase transparency concerning fees and charges on individual products and assist customers’ investment decision-making, we will provide Key Information Sheets on individual products (major brands of investment trusts, structured bonds, foreign currency denominated insurance, wraps) for easier understanding of fees and other important matters, at the same time giving careful explanations of the information presented.
• ・In the Key Information Sheets, from the three perspectives, we will disclose costs to be paid at the time of purchase, costs to be paid on an ongoing basis, and costs according to investment results (in addition, we will disclose origination costs for structured bonds since November 2022). The Key Information Sheets can be used for comparison with similar products. We will continue to expand the number of products covered by the Important Information Sheet.
• ・In addition, we have started disclosing the upper limit of the commission rate (consideration for sales services) for plane bonds.

（4）Development of a performance evaluation system that reflects customer-oriented undertakings

• ・Our personnel evaluation system is designed to encourage employees to provide comprehensive advice and solutions that benefit and meet the needs of customers.
• ・The evaluation system focuses on the development of professional expertise, i.e. the ability to respond to customer needs and to increase the amount of assets that customers entrust to us. We aim to achieve sustainable growth propelled by customer satisfaction.
• ・We set net increase in assets under custody and net increase in managed assets.We have a personal evaluation system that links the best interests of the customer to the evaluation of the staff.
• ・Efforts are being made to strengthen awareness throughout our organization by ensuring that all employees and executives, whether they be customer representatives or administrative staff members, are aware of the policies and status of our customer-oriented initiatives.

（5）Initiatives of investment education

MUMSS will focus on creating an environment that feels accessible to a wide range of customers and on broadening the overall base of investors.
• ・Enhancement of website content
• ・Provision of investment brochures and other information to customers
• ・Provision of online videos and seminars for customers
• ・Expansion of educational activities concerning finance and economics

（1）Provision of line of products to meet diverse needs

• ・We will offer a wide selection of high-quality products to allow each customer to invest their assets in line with their objectives and risk tolerance.
We will offer a product lineup including products with low risks or low fees so as to allow as many customers as possible including those with little investment experiences to utilize its services. It also seeks to improve convenience in the utilization of online transactions and periodic investment plans and thereby to allow customers of broad age groups to use its services.

（2）Selection of products that contribute to customers’ asset building and provision of sales procedures

• MUMSS will select products and services that contribute to customers’ benefits from among many product designs proposed by a variety of investment management firms, insurance companies etc. while utilizing evaluations by external assessment agencies when necessary. In addition, we strive to implement the following undertakings so as not to give priority to the products of our business affiliated companies and not to recommend only products that generate high fees on sales when selecting, temporarily ceasing, suspending, discontinuing, resuming and selling products.

■At the time of selecting, temporarily ceasing, suspending, discontinuing, and resuming products

The products we handle are selected from among the same types of products taking into account the “selection points” noted below. Selection is made by an internal meeting that includes representatives of our compliance department. From now on, we will enhance our efforts to reflect customers’ opinions in the selection of products, etc.

<Selection points>
1.Risks of products
2.Expenses
3.Performance
4.The needs of the anticipated sales customers, appropriateness, and compatibility with the investment environment
5.The complexity of the product structure, the level of difficulty in explaining products, and sales channels
6.Structures for training and support for the executives and employees of sales companies by investment management firms
7.Conformity with related laws and regulations

■At the time of sale

We do not provide excessive incentives for handling products of our business affiliated companies in order to ensure that we propose to customers optimal products for their needs. In addition, in our performance evaluations of sales staff we do not give preference to sales of products of our business affiliated companies over those of non-business affiliated companies. Furthermore, our second line of defense periodically monitors activities using AI and other tools to ascertain that our sales activities do not place undue emphasis on products that generate high fees or otherwise run counter to customers’ wishes, thereby ensuring that our recommendation process is conducted appropriately.