Full Year 2020 Rakuten Inc Earnings Presentation
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[music].
The earnings results for the fourth quarter.
<unk> increased by a double digit year on year due to strong growth in our locked in at about and Fintech businesses.
Looking at for a year is out for 2020.
We are able to achieve some growth despite the pandemic weighted consolidated revenue up 15% per year on year as a result of leveraging the strength of our diverse businesses and the lack of the ecosystem.
Excluding mobile and logistics in which we are investing heavily non-GAAP.
GAAP operating income increased significantly demonstrating the strength of our diversified business portfolio.
Operating income, including upfront investments without any large give ship, but this is the result of places for investment for the future growth.
Looking at fourth quarter non-GAAP operating income.
Bob I will just buy whole loans was led by domestic ecommerce, which increased by $10 6 billion yen.
Laughter each bar, so strong growth in new user during 2020.
Which by the fourth quarter, while firmly established Amit stay at fault trends during the pandemic.
Operating income reached a record high in the fourth quarter.
In the top of their businesses.
The go to travel campaign, so you give each country input of billions per home offices.
So low sales in the mobile business is continuing to expand due to our prudent investments.
Net to our coverage area is salary expanding due to aggressive base station construction.
Yeah, He's a fruit ear non-GAAP operating income trend.
In 2019, our investment businesses produced strong profit due to the lifting of Lyft and excluding that operating profit was $11 5 billion yen.
From which we were able to steadily accumulated profits through our main businesses, such as Fintech and domestic ecommerce.
In the mobile business.
Depreciation and other costs were incurred due to aggressive base station construction.
But the number of about vacation exceeded 2 million at the end of 2020.
And for customer question has accelerated rapidly since announcement of the new from.
We aim to continue to improve net to our coverage and services provided to increase the non Barbie users and aim for early monetization.
The Lockdown group is developing our fintech efficiencies, so maintaining our financial soundness is very important for us.
We are currently reviewing our business portfolio and are proceeding selectively to exit or sell some businesses.
In addition, we issued foreign bonds in 2019.
And succeeded in issuing hybrid bond that was certified as kept out in 2020.
And we are working to diversify our funding strategy.
We're also promoting fund glazing at each group company, such as issuing domestic corporate bonds attractive car.
Regarding business is managed all the investment we are continuing to leave you a portfolio, including that we throw out while sales of non quality centers.
Holding overseas businesses, we sold or drive in 2020 and marketplace business in the United States and Germany were closed.
Why large scale investment in mobile and logistics are required the Lockdown group has been the organizing our group structure, we aim to improve organizational and operational efficiency.
Through quick conditional making.
By clarifying accountability and management resource allocation or bowel optimization.
In April 2019.
We organized our Internet services mobile and Fintech businesses after and towards action of a company system.
These all have a distinct business characteristics and risks.
As a next step we decided to change our company name and we'll put a resolution fraud at the general meeting of shareholders in March while we expand our businesses locked in group.
They are low odds of common tower by promoting the prosper authority to each group company.
And with those triangles semgroup upon advent and manage capital flexibility.
Overall, we aim to further improve capital efficiency through these policies.
Membership value excluding mobile at the end of 2020 was 893 young and and it is simply expanding towards the target of a temporary union. We aim to continue to expand the lockton ecosystem dramatically. After addition or wider business.
And the increased corporate value.
[music].
Okay.
Okay.
In 2020.
The great confusion caused by the pandemic losses.
Mobile we affirmed its commitment to provide smartphones and connectivity to everyone at low prices with high quality.
We strengthened our desire to support Japan as much as possible.
With this in mind, we were pleased to announce the upgraded roxanne on them at six <unk>.
Which will bring further innovation to the Japanese telecommunications market.
With the acceleration of digital transformation.
Sales of mobile traffic is expected to increase in the future.
Our unlimited data plan that meets the demand for large traffic remains unchanged.
Depending on monthly usage charge under the upgraded plan is now even cheaper.
Especially up to one gigabyte the monthly charges zero in.
We are sure this epoch, making pan will satisfy everyone in all data usage brackets.
In the fourth quarter, the cumulative number of applications exceeded $2 million in.
In December 2020.
With the success of various campaigns and the steady expansion of our own network areas.
Acquisition progressed at a higher pace than in the third quarter.
In addition, Rockstar and limit six which caters to the diverse needs of all customers.
Is expected to contribute to the further acceleration in customer acquisition.
Our <unk> net worth population coverage exceeded 70%.
In December 2020.
We aim to achieve population coverage of 96% around summer this year, which is about five years.
Ahead of our initial plan.
On the other hand, we also plan to increase the density of the network, we think coverage areas.
In order to improve connectivity.
This will mean that the number of base stations to be constructed is expected to be more than the initial plan.
But the amount of capital investment is well under control.
Due to the aggressive network area expansion.
Base station related expenses, including depreciation increased quarter on quarter.
Roaming costs have also increased slightly due to accelerated user acquisition.
Looking back on the trajectory of rough day mobile we have constantly upgraded our rate plan started from rock tenn and limit.
We developed that original communication Nap, Roxanne link and offered free calls in Japan.
We also introduced free and N P and simple related fees in our zero declaration.
Net of other companies.
Roxanne mobile has always dead that Democrats ization of mobile network through constant upgrades and improvements of service.
As concerns around the pandemic continue rocked.
<unk> mobile aims to provide low priced high quality communication services to everyone.
Going forward, we are committed to providing even more attractive services that will lead the democratization of mobile networks, while focusing on expanding network coverage and our customer base.
And strengthening synergies within the wrapped in ecosystem.
[music].
Against all odds, we have completed a phenomenal year.
We have built and launched the world's first end to end Virtualized 14 network, we have built and launched a highly innovative next generation cloud Native <unk> network.
Accelerated our network for a lot pace by deploying thousands of sites, including macro and small cells and ourselves and 10 per sales.
Our cloud Native network today is stable carrying a significant amount of capacity and delivering an unparalleled experiences to our consumers.
We disrupted not only Japanese market, but all telecom introduced industry by introducing ground breaking innovation for telco industry.
We have driven the discussion in the telecom world on the necessity of open ran architecture and unlock the mystery of radio.
Not only we built the <unk> network with Oran, We also delivered with performance and quality.
On performance, our throughput have significantly improved as we continued to enhance our radio software architecture. We started with 870 Megabits per second and today, we are delivering over $1 seven gigabytes per second on a virtualized appeal.
Lyons's commodity appliances, we believe this is a big breakthrough.
Rockets on mobile network.
Built and delivered on the world's most advanced <unk>.
Mobile edge.
Data network platform.
We believe this is critical to deliver on five day use cases of today and tomorrow.
We started our journey with automation and our DNA and we are in a solid path to achieve a highly autonomous network.
We have so far achieved significant operational efficiencies in our current network.
Samples of this is provisioning and activating our customers in less than three minutes.
Activating our macro base stations and less than four minutes for <unk> and eight and a half minutes for 40.
We introduced our technology to global clients and they are welcoming it.
There's a huge interest in whats rocket in mobile have built in Japan from all around the world.
<unk> signed two Mou, so far telefonica, an STC and more are underway.
But we're not stopping here, we want to make 2021 another year to remember we are planning to launch our <unk> Standalone network.
This will unlock the full potential of next generation use cases on our end to end cloud Native mobile network. We are aiming to sign the first RCP deal and deployment out of Japan, and most importantly.
We further our planning to accelerate Japan network deployment and reached 96% pop coverage by summer 2021.
Thank you very much.
Yeah.
[music].
Our global content business is the customer base has continued to expand the skin country due to stay at home policies and other lifestyle changes amidst the pandemic.
In Japan as well so number one line EBIT is increasing due to the effort to say, let's kit and broadcast events on line.
This from the.
The content business is highly compatible with the mobile business.
To maximize mutual synergies, we've talked for the existing media in the sports company into the communication on the energy company, which also houses Rocksim mobile.
The operating as a unique company, whose body is appropriate home that can be used to monetize intellectual property for.
Example, after acquiring the third party intellectual property, we plan to monetize it on rock Tenn, TV rocked inchcape, Roxane chip and more.
At the same time by providing content service.
Particularly attractive prices and the rich content to active mobile users, where he was telling same wheelchair synergy between our content and mobile businesses, increasing profitability and further contributing to the equities team.
[music].
Okay.
[music].
In the new normal the fusion of offline and online is progressing.
And digitalization is accelerating.
As E. Commerce is only 23 a M of a total of 303 end of household consumption in Japan.
We.
Further growth and <unk> continued to grow faster than the market.
We are making various efforts to capture the era of accelerating digitization.
We have established a new company to support the digital transformation of domestic Creek airs across Japan.
And as the first initiative, we decided to invest in sales.
In addition, we agree on a strategic alliance with Japan post to promote digital transformation and logistics.
Also Rotterdam fashion, we provide land with an omni channel platform that includes centralized inventory management and logistics services.
To promote brand digital solutions.
And then our open strategy.
We aim to capture the era of accelerating digitization through various irons and collaborations.
Here is the total amount of domestic E commerce Gms in the fourth quarter and 2020.
We'd always has accelerated significantly as consumer behavior has changed.
Here is the revenue and operating income.
Net viaduct page about many businesses performed well and operating income also increased significantly.
Looking more closely at operating income the market place type businesses centre is on lockdown, each bar and lexan shovel improve significantly and although we continue to invest in the logistic business.
The expansion of losses is slowing.
The total amount of shopping ecommerce Jamie has increased significantly in the fourth quarter and continues to expand in.
In 2020, the number of new and returning purchases on electing each about increased significantly.
The introduction of our free shipping threshold initiative, and our logistics divisions have improved customer convenience and the number of repeat or is increasing.
In addition point program such as SBU have improved user loyalty.
Frankly, the monthly purchase amount.
And user retention on <unk> are also increasing from the previous quarter.
We will continue to aim for further growth in the area of accelerating digitalization.
[music].
The trouble business temporarily fell sharply due to the influence of COVID-19, but thanks to majors, such as coupon endpoint campaign and it goes to trial their campaign.
We achieved double digit growth in the fourth quarter.
Even when compared to the industry as a whole we are showing a very rapid recovery.
In fact.
Our market share has expanded and one out of every five person nights comments from rocket in trouble in Japan.
We are a leader in market share in Japan.
We believe that reason for the expansion of our market share is the success of these initiatives and cross use within the <unk> ecosystem.
Furthermore.
In order to get through the pandemic, we launched various initiatives such as support for hotels to accept patients with asymptomatic or mild cases, showing COVID-19 countermeasures on our site and providing financial support for hotels.
Although the outlook for the pandemic is uncertain.
We will continue to work together with our stakeholders toward a positive future.
Sure.
As fashion brands increasingly they look to the online channel for growth the rock from fashion is accelerating its a question of popular brands.
For the more the user base is expanding and due to our improved brand image attributes to it and day to the content and the expansion of rock from fashion luxury as well as the release of an app.
In addition from this summer we will further from our digital solutions for brands with the launch of an omni channel platform that provides centralized inventory management for multiple sales channels and the logistics services for price shops are participating interact from fashion.
At G. S Air Force progressed, the NPS, which represents customer satisfaction was higher than that of our competitors and our brand image improved techniques country.
So from a market up.
For our commodity price to sales commission rate in January we aim to boost earnings by investing to expand our customer base.
Along with changes in customer behavior during the pandemic the number of DTC their listings and the app to be users are increasing so we expect further market expansion.
We will promote across your strategy with the <unk> group and the aim for further growth.
Okay.
Yes.
[music].
In our logistics for business, we aim to improve the convenience for the use of and the margin by making for use of the power of data and technology.
Both numbers much aren't using locked in football logistics and the shipment of volume has increased significantly.
But for the Endo, but after a year, we announced an agreement to form a strategic partnership with Japan post.
The vantage over there for length of both companies, we have built a new logistics platform.
Don't share data and our respective assets and Expedites.
Specifically, we aim to improve both the customer experience and operations.
Data centric initiatives.
In the future <unk> to support the growth of our sustainable E commerce by collaborating with a stake of hold off related to logistics and developing a zone open platform not limited to youth justify erupting in Japan path.
Lockdown for unit for surpassed total G. M. S grew strongly.
In the fourth quarter as well.
But just for further operations of our new fulfillment center in cohort group Kanagawa Prefecture.
We are also planning to open new distribution centers in order to respond to positive growth in demand.
We established a new company to support this unfold formation of a domestic retailer of Iqos in Japan.
And as a fast initiative, we decided to investing for you.
We aim to promote offline and online integration and a digital transformation for not only online supermarket that we are already collaborating with but also offline stores in order to provide greater convenience for consumers.
[music].
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[music] 2020 has it become and is a big year.
Shopping GTP exceeded 11, three D O E M.
Our market share went up to about 20 patent our CASM in by ship dished 'twenty one medium.
Who do we operating income for 2021, plus 15.8% Y O y.
Our marketing cost increased as group E Commerce business expanded while our contribution to the group.
Greatly increasing.
Credit card industry in 2020 was affected by the pandemic and the CS The GTA V dropped significantly.
Continue to grow net activity how ever locked in cod maintained positive growth.
Even during the pandemic and have already it'd be Colorado to prep pandemic elaborated.
As a result, we hob Prada line games that GAAP of India growth right or is that marketing and one step our head ins or cashless society.
We also continue to expand our customer base.
<unk> increased by two point of privacy 60 medium cargo members in 2020.
This means that the one inc. For credit Okada issues Lastly, we are lacking cards.
Even after I left and hard to become number one in shopping transaction volume in 2017.
It continues to grow above market average and our share expanded to about 20% at the end of drastic ear.
We can expect a big leap when offline consumption activities tagged yard drop out and dining index future.
In 2021, the octane cards will continue to focus on expanding its customer base.
Put all that into use in shopping and strengthen relationships with customers.
I am confident that Wang of right concept, Sean <unk>, our share of the cashless and market can expand it right away.
The assets vision, such as shopping the bottoming and caching should also make a big dip in.
In 2021 relative continuing to expand our business and create pause our share holder value.
Uh huh.
[music].
Here, a doctor in bank's financial results by quarter.
The bank of Japan's negative interest rate policy has caused many banks to experience a drop in their earnings.
That's been bank has been able to grow its revenue and profit by increasing service revenue due to increases in the number of transactions.
In 2020 consumer behavior shifted to online partly due to COVID-19, and many banks also focused on internet banking more than ever.
It's a shift to online services for consumers.
Expect it to continue.
We believe this provides a big opportunity for <unk> bank.
Growth in the number of GAAP and bank accounts.
Has continued to accelerate reaching 991 medium accounts by the end of 2020.
In January that day, and bank became so fast online bank in Japan to reach 10 media accounts.
Additionally, the balance of deposits exceeded five treaty OEM in December.
We are able to accumulate.
Additionally, one 3 billion yen in six months since surpassing that for reviewing your Mark in June of last year.
In 2020 that Mbank, so a significant increase in the non bulk payments reached a growth rate of 42% over the previous year.
This is due to the increasing number of customers who use their doctor and bank account as the EMEA account for their daily lives.
The number of payroll accounts and the direct debit transactions, which are directly connected to daily life increased by 53 per cent and 48% respectively showing rapid growth.
Going forward that the bank will strengthen its marketing based on customer data analysis to achieve further growth.
Utilizing the ducting group's expertise in data analytics, we promote cross selling in line with customer interest.
In 2020, the number of services used per customer grew by 7.8 per cent year on year.
We can further expand the number of services used in the future.
In 2021 that came back we've continued to accelerate its growth by expanding the number of accounts and encouraging customers to use that term bank as day at me account.
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Here are the financial results for the fiscal year broken down by quarter, we achieved double digit growth in both sales and profit as a result of increased trading volume in domestic and U S equities do.
The blue market in.
In particular Liberty has remained at a high level.
The number of new account was 1.3 medium up 78% from last year and we have been number one in the industry for three consecutive years.
In December we surpassed 5 million mark increasing $1 million in nine months is the shortest period in our history.
We continue to promote our effort by leveraging select the ecosystem to reach the general public which has long been an issue for the securities industry.
We are able to reach investment the business, who are just about to start the assets the building.
In particular our.
Purchase of monthly saving investment Trust this Saudi one point for BDO, and yet and our share with summit at the new cell Count has reached 20 simple 0.5% number one among Japanese financial institutions.
At the same time.
<unk> Securities is expanding new sources of revenue to offset the impact from co Michelle free trend in Japanese equity.
The U S stopped for a new service has been growing rapidly and the Liberty has increased simple fault or was a previous piece credit year.
We also continue to strengthen our overseas bdcs.
All four of our affiliates while profitable in fiscal year 2020.
In particular, Malaysia, and the balloon business in Hong Kong achieved the profitability for the first time this year.
Nothing is likely this will continue to promote investment to the general public by utilizing the doctrine ecosystem and pursuing a fiduciary duties.
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This is the insurance business performance.
Last year life, finishing our SKU is February and general insurance profitability improved by utilizing reinsurance for risk control. Therefore, 2020, non-GAAP Oi, what seven 5 billion yen model, plus 87% Y O y growth.
We promoted the digitalization as a countermeasure to COVID-19.
In 2020, we realized 95 per cent paperless in new contracts policy on our service and our claim payment process in 2021, we will automate a contract and underwriting process by leveraging the AI.
I am happy to announce that J D. Power's 2020 survey showed rocked in general insurance as number one in customer satisfaction for automobile insurance.
We leveraged the lockdown ecosystem for insurance sales.
Especially after launching the rocket endpoint program the Internet sales grew sales in country.
A N a P group plus 42% Y O Y in life insurance.
And the more than plus 200 per cent in general insurance.
We expect this momentum will continue.
We will continue to offer our products to Roxanne group businesses to expand as synergy with our octane ecosystem.
Furthermore, we will also strength in synergy within our insurance business by introducing one stop service to a face to face customer service channel to offer a seamless proposal for life General and Pet Insurance, Inc.
In true Roxanne Spirit, we will continue to take on new challenges to improve the quality of our customer service.
Okay.
[music].
Cashless payments accelerated in 2020, partly due to the impact of the pandemic with the cashless and appointed he found the business promoted by the Japanese government the transaction volume of rock than pay and rocked and Lilly has expanded the Rockford group has a share of about 20% in.
This business and is in a leading position in the cashless Society.
In may of last year, we launched the sika harvest in the locked in pay up and in December we made it possible to charge Sitka with rock standpoint.
This has further improved the appeal of Rockdale pay in Rockdale points.
As a cashless society Progressive book them pay is publishing a pallet position among various payment of pharmacies.
The number of monthly users of rugby and payment services, including online and offline has reached $50 million.
In addition, the payment service plays a role in attracting users from the real world to the online locked in ecosystem.
Currently one named for new rock the membership sign up is generated by a doctor and payment services.
Practice payments strength is its sustainable business model, we provide margin who introduced the phobos with benefits such as improved ability to attract customers and improve the operational efficiency and receive appropriate margin fees.
By returning a part of the fee to users via both being a sustainable bottom cycle that promote extends on mobile business.
In addition, having a variety of group financial services reduce the cost of the payment of business and it keeps margin within the group.
We also realized monetization by cross selling of multiple financial services.
The ability to accumulate and youth relative point, the most popular points in Japan is a unique differentiator for rockdale payment services by.
Utilizing rockdale points, we have achieved effective user acquisition and the increased use of cash for services.
At the same time, it's a positive cycle of payment services expand the offline usage occasions for Rockdale points.
And contribute to increasing the attractiveness of point through Aesop, we use and that accumulation.
In 2021, we will continue to develop rocked into unique strategy centered on rock standpoint.
[music].
Okay.
[music].
Attracting we have over 100 million Roxanne Ids and the larger amount of user data associated with them. This is a major strength and differentiator for all of our divisions.
Our advertising sales in fiscal year 2020 grew steadily for.
Reported by the strong per home loans of the ecommerce business. In addition, the fourth quarter was also strong with 23, 7% year on year growth. Despite the entire internet advertising industry experience staggering onto growth.
This is a breakdown of the growth rate.
Revenue in 2020.
The area on the left side of the chart shows revenue from utilizing ruffians own other inventory, which expanded the figure. This country. This is due to the strong per home loans of our E Commerce business, which contributed to the acceleration as a place for internet advertisers such as each of our margins as well as the external order book.
Such as major consumer goods manufacturers.
In particular in terms of advertisement sales to external advertisers. In addition to the strong per home loans erupting EBA relative data marketing a joint venture with <unk> contributed to growth by leveraging the synergies between Lockton strength and then two large network of contacts with consumer goods.
The manufacturers.
With the various turns in the external environment in recent years risk factors, such as declining advertising spending and third party cookie regulations across the industry continue to be a closer however, the accumulation of purchase data is accelerating.
Due to the strong for whole months of E Commerce.
We will leverage these resources to accelerate digital transformation of retail to further expand our business.
In the other business, we will utilize data accumulated from Leptons business activities to support strategic investment in the mobile and logistics businesses with a keen eye on profit.
[music].
Best here pandemic caused that change or per lifestyle. How April that's kind of that's april to achieve strong growth.
The south of this growth is reacting ecosystem.
<unk> customer retention and promote cross gifts.
As you can see their average number for the monthly active users are reacting Gustave seats grew 17.5% year on year.
On day, I'd hang passive stage opt to use it for years, two or more services continued to increase steadily.
You can see that these activity uses and cross Hughes contribute to the growth of the reacting to it.
In addition, that's day ecosystem has become even more powerful is that additional overlay lactam mobile.
Here are some examples.
Active mobile shop, they shop for interest is up two six harvest is encouraging for acting patch.
Addition thing Brian for active mobile online they have introduced the mechanism that I rose.
He'll say to seamlessly apply for reacting pack and reacting back.
This is data comparing the amount of the money spent on reacting Egypt by customers before and after subscribing to Iraq and mobile and my guess here.
As you can see the usage amount after subscribing to African mobile increased 44 per cent compared to the average usage amount before for the suggestion.
Considering that the ratio of the increase is a free 10 speakers from <unk>.
Mobile users during the same period.
We can see how that decision too although my wife, Patti is a factor that increases the usage of our services.
Well all the affinity of the mobile business and not be limited to contributing to the reactor ecosystem.
Attracting each of us surpass our rusty simple we carried out the campaign that day nine times from a point then shopping for customer for newly apply Apple reacting well that day.
Is there any low received.
And it's a vaccine ecosystem can react customer base contribute to the acquisition of abuse is a lot of IP for.
Going forward.
Continue to accelerate the pace of customer acquisition for reacting sadducees, including our mobile people and focus on expanding their marketing ecosystem.
[music].
With the launch of rock Tenn for mobile business, we now possess our own network connectivity infrastructure.
Contrary to the approach of other political Roxanne for unique position is to build a nationwide mobile network through the power of the information technology and the Internet services.
Roxanne IV and rock standpoint, the present, our Gabon from membership Foundation.
By providing payment practices, such as rock tank car Lockstep Bank Roxanne PE are interacting Eddie we are able to offer a distinct and personal life distal commodity experience to customers.
The key to all of this is safe and secure privacy guaranteed by for it information security platform.
<unk> technology strategy is built on the five pillars shown here.
Data represents Fox.
And AI is not part of <unk> culture.
Blockchain technology is becoming the next generation enterprise data exchange platform.
All the pharmacies provide it to our customers our content of life built on and other about cloud native environment developed in house and of course, we respect data privacy, which is our official unwavering commitment to our customers.
[music].
I'd like to share the progress of wrapping groups AI and data strategy.
This diagram represents how we are building our AI strategy based on a platform program.
Our mission is to empower our rack day membership management for all services.
For each layer or the program, we have a concrete product portfolio to achieve our goals.
As one example, I would like to introduce our solution we developed for wrapped in mobile.
This is a tool for antenna site identification.
One of the most critical elements over the rack the mobile network build out is to construct antenna.
We have built tools to leverage data in order to determine more than 20000 prospective sites from 52 medium getting data points.
According to our test this to improve the efficiency of tightly identification by three five times.
Which is enabling it in mobile team to accelerate the base station build out ahead of schedule.
Another example of the application of our data and AI strategy is for customer question too.
To date, we have used our targeting and personalization engine to conduct 1200 campaigns that contributed to that generation of 600000 customer attrition.
For mobile to E Commerce, and Fintech, we are providing a wide range of data science solutions and products for your ability to help achieve growth and profitability.
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2020 was the ear window, a whole world was heavily impacted by COVID-19.
At the same time it was a year when ducting launched full scale service of our new mobile business. Despite these challenging circumstances, we have been able to build a strong base of accompanied by going back to basics and reviewing the productivity quality safety and security of line. Please.
Productivity has been steadily improving even as the organization has expanded.
Excluding mobile logistics and investment businesses operating profit per full time employee and the total gross margin grew by about 40% to 50% year on year.
This is nothing but the result of steadily and ingenious kaizen activities, even during the global pandemic.
In 2020 per system Ization of activities and the introduction of an online system accelerated kaizen activities with approximately 300 people taking part in training for 300 people participating in kaizen activities and more than 300 examples of improvements made available knowledge.
To be sure.
That still continues for the measure net promoter score and indicate they are used to evaluate and improve customer experience. As you can see that net promoter score from Gratton group was negative versus the competition as of 2017 for a husband.
Husband continuously outperforming the competition since 2019.
In 2000, 2045 major services engaging quality improvement activities and incremental more than 600 improvement actions based on the analysis of more than 420000 customer comment.
As a result of our quality assurance activities, we reduced our percentage of people who are not satisfied with our service of that group by 5%.
The number would after new users also continues to increase growing by 10% year on year in 2020, showing its strong expansion on the doctor ecosystem.
Nothing point NPS score is also higher than that of our competitors and the GAAP continuing to widen.
We believe that this shows that our Latin point has a strong competitive edge and is able to provide the best experience for customers.
Finally, Dave.
Even with a company wide introduction of work from home, we have been able to control the number of reported critical person errors within acceptable range.
While this was a year, where we faced new challenges due to COVID-19, we were able to support our business by going back to basics.
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Under the slogan of walk together wrapped in aims to create a sustainable future by promoting cobalt the activities that meet the expectations of all stakeholders.
Chris here are some examples of Rakuten group customer in shapes during the pandemic.
The Rakuten express we promoted non face to face parcel pickup at the point of delivery.
Elsewhere, we met at airports to support business partners in each business posited the acceptance of asymptomatic and mass case, COVID-19 patients at Rakuten Provost accumulation facilities and collected donations for support.
For employees, we promoted Telework and held online events.
While working from home dramatically reduce face to face communication. The founder himself has been sharing the kopek philosophy at weekly company wide meetings in order to strength the connection between employees and culture.
Furthermore, in order to support the physical and mental health of each employee working from home, we offer exercise videos online and hold online lectures on health.
As a result of ESG reporting which has improved over the years last November rock thing was selected for the first time as a consequence of the Dow Jones Sustainability Award Index, which is representative indicator of ESG investment.
Also in December <unk>.
<unk> was selected for the first time for the highest weighted climate change a list by CDP and international environmental nonprofit organization in our niche.
Our efforts and the proactive stance towards information disclosure.
We have been selected for the index is shown here.
Our board of Directors also comprises outside directors, who are highly independent and experts in volume for you. We also import and discuss issues on system with the activities quarterly.
Our corporate motto walk together will continue to improve governance and sometimes your initiatives to empower society over the long term.
Thank you for joining our 2020 financial results video conference as you've just heard the Afghans mission is to empower society Covid.
Investing in.
In addition to the support we've provided stakeholders amidst the pandemic, we believe our disruptive mobile pricing per well empower society.
By making unlimited data and five day affordable to all we hope to help address the digital divide that is likely to grow as digital transformation of society continuous.
Please feel free to reach out with any questions. Thank you again for joining.