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The Capcom Group believes that in order to achieve sustainable growth and realize our principle of being a creator of entertainment culture that stimulates your senses, it is essential that we invest in human resources to create the world’s highest quality content and expand our user base around the world. For that reason, we have positioned human capital initiatives as our most important sustainability issue and are promoting human resource investment strategies accordingly.
(*Edited from Integrated Report 2024)
Relationship with Customers
Considerations in Game Development
In-game purchases
In the Japanese game market, discussions have been taking place for some time on the problem of gacha, or high-priced lottery-style game mechanics, primarily in mobile games. Overseas, gacha-like "loot boxes" have been banned in some countries.
As a creator of entertainment culture, Capcom believes that games should be enjoyed for the entertainment value they provide with gameplay, not for thrills associated with winning a lottery. We do not want to see games that are supposed to make people happy having the opposite effect as a result of excessive charges. For that reason, we are working to ensure that all users can enjoy our games fairly and safely. In principle, we minimize gacha elements in the mobile games we develop; in our home video games, we provide any content required to enjoy the full game free of charge, while offering some additional content at low cost.
Localization and culturalization
Capcom games are enjoyed worldwide. In the fiscal year ended March 2024, the percentage of home video games sold overseas was 83.0%. Naturally, translation (localization) of video games developed in Japanese is required so that game players around the world can enjoy them. The volume and importance of localization is increasing year after year due to factors such as improvements in game machine performance, support for online gameplay, and an increase in the number of languages accompanying a more diversified, global audience. As such, Capcom’s localization team is involved in game development from the initial stages.
By carrying out localization concurrently with development, rather than following completion of the Japanese language version as had been done in the past, Capcom is able to launch games simultaneously around the globe. What is more, depending on the country, simply translating games developed under Japanese norms can end up hurting users unexpectedly due to historical, religious, or cultural differences.
As such, we focus on employing staff from around the world to culturize the games so that they can be enjoyed by all, regardless of locale.
Healthy Development of Entertainment
Compliance with the CERO rating system and endorsement of guidelines
The Computer Entertainment Rating Organization (CERO), a Specified Nonprofit Corporation, was created to provide age-appropriate ratings for video games. Capcom complies with the CERO rating system and rules.
The rating system is an initiative for the healthy development of young people that calls for voluntary restrictions on home video game content and sales methods to limit access by young people to sexual or violent content. In addition, recent game platforms include a parental control function that enables parents to limit the online purchase and use of certain games according to their ratings.
Guidelines issued by the Computer Entertainment Suppliers’ Association (CESA)
| Name of guideline | Implementation date |
|---|---|
| Guidelines on blockchain games | July 1, 2021 Revised July 10, 2024 |
| Guidelines for Real Money Trade Measures | April 26, 2017 |
| Guidelines for the Protection of Minors | December 21, 2016 Revised March 27, 2019 Revised April 1, 2022 |
| Operating Guidelines for Random Item Distribution in Network Games |
April 27, 2016 |
| Guidelines for Advertisements, Etc. in Home Video Game Software Targeting Only Those 18 and Over | April 1, 2008 Revised June 20, 2012 |
| Code of Ethics Concerning Computer Entertainment Software, 2nd Revision | October 1, 2002 |
Please refer to CESA’s website for information on its activities.
Addressing the WHO’s recognition of gaming disorder
In 2019, the World Health Organization (WHO) included gaming disorder as a new mental health condition characterized by excessive use of games to the point where it has a negative impact on health and social life. In March 2023, the Gaming Disorder Research Study Group released the results of a study commissioned by industry organizations in response to social demand. We are taking the appropriate steps to raise awareness of the issue and are cooperating with industry organizations that promote further detailed analysis and discussions based on published papers. Additionally, as an independent effort, we will continue to educate elementary and junior high school students on how to interact with games in a healthy manner through our educational support program based on the results of the study.
Addressing addiction to pachinko and pachislo
Pachinko and pachislo are a form of entertainment that has taken root in society. At the same time, however, there is concern over players becoming addicted. The Recovery Support Network (RSN), a pachinko addiction consultation hotline supported by industry organizations, provides free telephone consultations and displays posters at all pachinko hall locations nationwide to raise awareness of addiction among players and employees, establishing a system in which pachinko and pachislo advisors (specialist staff) are stationed at each location to provide customers with appropriate information on addiction, and preparing guidelines for addressing addiction at pachinko parlors. Additionally, we include warnings about overindulgence in posters and brochures used in our product promotion activities.
In 2017, the Pachinko and Pachislo Industry Association for the 21st Century, which consists of 13 organizations from the amusement industry, announced the “Declaration on Pachinko and Pachislo Addiction,” strengthening measures such as the regular disclosure of the “Pachinko/Pachislo Addiction Countermeasures Implementation Status Report.”
Capcom endorses and cooperates with these initiatives to contribute to healthy development of the industry.
Providing an entertaining experience for all ages
Opening an interactive amusement facility for families
Recently, amusement facilities have gained popularity as spaces where senior citizens can interact with their peers and store staff, as well as places for families to enjoy entertainment together. Capcom has been offering free game center experience tours for seniors since 2012, and 22 of our staff members have now become certified Service Assistants as we strive to create stores where people can spend time with peace of mind. Additionally, to provide a space for family interaction through shared experiences, we opened the children’s play facility Kids Banet Shizuoka in April 2023 and the interactive amusement facility Crazy Banet Aeon Mall Niihama in June.
Enhancing Customer Support
User support and utilizing feedback
At Capcom, we have dedicated support teams for each product to ensure that customers can fully enjoy the services they purchase. We also strive to quickly respond to customer questions by providing online FAQ pages, while each person in charge regularly engages in information exchanges with other teams, working to improve customer satisfaction. The questions and feedback our game support teams receive are condensed and analyzed to be incorporated in development of new products.
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Protecting the personal information of our customers
Capcom has records containing personal information on customers, accumulated from site memberships, prize deliveries, product purchases, and other sources.
Overseas, the EU General Data Protection Regulation (GDPR) went into effect in May 2018, while the Japanese Act on the Protection of Personal Information was revised in 2020, going into full effect in April 2022. The scope of these laws is expanding each year.
As such, the Capcom Group recognizes the importance of information security and believes it is crucial to implement measures against various cyber risks both in Japan and overseas, given the significant impact that information has on corporate activities. In addition to adhering to personal information protection laws, we are also enhancing our information security systems by complying with information security regulations and emerging legislation in each country aimed at protecting minors.
To this end, we are developing a system capable of continuous operation and monitoring, ensuring a swift response and recovery in the event of a security risk. This effort is guided by advice from the Security Oversight Committee, an external advisory body, which convened seven times in fiscal 2023. We will continue to maintain and strengthen our information security system based on the PDCA cycle.
Expanding opportunities for customers to play games
In recent years, we have been focusing on promoting esports as part of our efforts as a creator of entertainment culture.
We have the role of planning and organizing events as a game manufacturer—a role that had been largely shouldered by the player community in the past—in order to provide an environment that better allows competitors and fans to enjoy the excitement of competitions.
Since 2013, we have held Capcom Cup to determine the top players in the world. We have also been working to provide amateur players with opportunities to shine, such as with a new league for students launched in 2019. Through these activities, we aim to increase points of contact with our customers and improve customer satisfaction.
Capcom Pro Tour 2023 featured an annual prize pool exceeding 2 million dollars, the largest in the company’s history, as a special celebration of the release of the latest title in the Street Fighter series. In fiscal 2024, Capcom Cup 11 will take place at Ryogoku Kokugikan arena, marking nearly 30 years since the last time a Street Fighter 2 national tournament was held at the venue. We will continue to contribute to the growth of the global eSports market while further promoting the spread of eSports in Japan.
