[Raffine Group] Held the 43rd General Meeting: The Practice and Achievements of 'Onkochishin' - Gratitude and Thoughts for Customers Who Supported Their No. 1 Ranking in the Oricon Customer Satisfaction® Survey

The Raffine Group (Representative Director: Hidefumi Shimizu, Address: Nakano-ku, Tokyo), which is engaged in "businesses for creating a society where people can live healthy and energetic lives both mentally and physically," held its "43rd Raffine Group General Meeting" on April 8, 2026. Additionally, during the same general meeting, the 16th Raffine Group's unique customer service contest was held, where new Grand Prix winners for Bodywork and Reverse Tokyo were decided.

■ Opening Address - The Journey of Founding and Aspirations for Growth

The general meeting began with an opening address by Nobuhisa Kawamura, Representative of Reverse Tokyo Co., Ltd.
In his address, he touched upon the general meetings from the early days of Bodywork, recalling a time when they were held in small venues and shared the joy of achieving sales targets.

He also expressed his hope that this general meeting, which has now become a gathering place for various group companies, would be a fruitful time where each participant could feel their own growth when looking back at the past.

Nobuhisa Kawamura, Representative Director, Reverse Tokyo Co., Ltd.

Hidefumi Shimizu, Representative Director, Bodywork Holdings Co., Ltd. / Bodywork Co., Ltd.

■ Summary of the 2025 Policy: 'Onkochishin' and Thoughts for Customers

Hidefumi Shimizu, Representative Director of Bodywork Holdings Co., Ltd. / Bodywork Co., Ltd., reviewed the 2025 policy.
In 2025, with the theme of 'Onkochishin' (learning from the past to create new things), we have been working to create new value tailored to modern needs while cherishing the essence of the techniques and services we have cultivated.

The biggest achievement was winning first place in the Oricon Customer Satisfaction® Survey.
He expressed his desire for each therapist and employee to take pride in their work and continue to be chosen in the future.

At the root of this is a feeling of gratitude for the customers who visit us every day.
The Raffine Group has cherished this feeling and accumulated daily services.

Casual conversations exchanged during treatments, and a simple "thank you" received when customers leave.
Each of these words imbues the warmth of the therapist's hands with emotion, leading to the next treatment.

With each accumulated "thank you," techniques have been refined, customer service has deepened, and the unique services of the Raffine Group have been nurtured.

And even now, each of these accumulations continues to create a comfortable time for customers and shape our value.

■ Newly Announced 2026 Policy: 'Well-being'

The 2026 policy, 'Well-being,' was announced, with the direction of providing a richer state for the mind and body to customers, therapists, and society as a whole.

Upon the announcement of this policy, Masatsugu Ohno, Representative of Bodywork Service Co., Ltd., stated that in this era, it is necessary to identify, define, and solve problems. He believes that discussing diverse opinions based on individual positions and environments and working to solve problems while addressing them will lead to corporate growth.

Well-being, as aimed for by the Raffine Group, is based on the following "Five Elements of Happiness":

P: Positive (Environment with psychological safety)
E: Engagement (Proactiveness)
R: Relationships (Relationships with others)
M: Meaning (Significance)
A: Accomplishment (Sense of achievement)

We aim to provide value that goes beyond mere relaxation, where the mind and body are balanced in daily life, leading to positive changes.

Moving forward, we will continue to improve service quality and realize well-being by creating an environment where each therapist can work with peace of mind for a long time.

Furthermore, we will foster an environment where each individual can envision their own way of working, acquire "lifelong skills," and accumulate "thank yous" from customers as motivation.

And together with human resources who embody this value and pass it on to the future, we will build the future of the Raffine Group.

Masatsugu Ohno, Representative Director, Bodywork Service Co., Ltd.

■ R-1 Contest 2026 "Space Category / Therapist Category" Held!

The Raffine Group's unique customer service contest, "R-1 Contest 2026" (16th edition), was held.

The judges included department heads, five finalists from the previous therapist category, and one Grand Prix winner from the previous space category. In addition to on-site judging, a live online broadcast was also conducted, allowing real-time support and voting from employees and therapists across the entire group.

Space Category Finalists
Therapist Category Finalists

◇ R-1 Contest 2026 "Space Category"

Under the theme of "Onkochishin ~ Cherishing the Origin, Polishing Charm, Becoming a Chosen Space~", excellent initiatives from each store were presented.

The purpose was to review each store's initiatives, share examples from other stores, and improve the overall service of the group, with 634 Raffine Group stores participating.
From these, four spaces that passed the preliminary rounds advanced to the finals.

◇ 2026 R-1 Contest "Space Category" Final Competition Overview

〇 Judging Theme: Onkochishin ~ Cherishing the Origin, Polishing Charm, Becoming a Chosen Space~

〇 Judging Method: Progress towards initiatives/numerical targets/future prospects were judged in a 4-minute role-playing format.

〇 Judging Criteria: "Progress towards goals," "Implementation of initiatives," "Clarity of content," "Future prospects," "Embodiment of brand image."

◇ R-1 Contest 2026 "Space Category" Finalists

Bodywork Co., Ltd.

・Raffine Plus Aeon Mall Okayama Store (Okayama Prefecture)

・REFLE Sogo Chiba Store (Chiba Prefecture)

Reverse Tokyo Co., Ltd.

・Spa LaQua (Tokyo)

・Makuhari Onsen Yurakuno Sato (Chiba Prefecture)

Raffine Plus Aeon Mall Okayama Store
Bodywork Co., Ltd.

REFLE Sogo Chiba Store
Bodywork Co., Ltd.

Spa LaQua
Reverse Tokyo Co., Ltd.

Makuhari Onsen Yurakuno Sato
Reverse Tokyo Co., Ltd.

◇ R-1 Contest 2026 "Space Category" Results

Grand Prix

Makuhari Onsen Yurakuno Sato (Chiba Prefecture)

Runner-up

Raffine Plus Aeon Mall Okayama Store (Okayama Prefecture)

Makuhari Onsen Yurakuno Sato, which won the Grand Prix, expressed their gratitude to customers and thoughts for their colleagues, saying, "Everyone in Makuhari is amazing! We were able to prove that. Makuhari is proud that we firmly adhere to the basics and carefully respond to each customer. I think it is a great honor that Reverse Tokyo has won the R-1 Contest Space Category Grand Prix for two consecutive years."

Raffine Plus Aeon Mall Okayama Store, which won the runner-up prize, said with a mix of joy and regret, "We are very happy to have received such recognition as a result of our continuous practice late into the night every day."

Grand Prix: Makuhari Onsen Yurakuno Sato
Runner-up: Raffine Plus Aeon Mall Okayama Store

◇ R-1 Contest 2026 "Therapist Category"

Under the theme of "Onkochishin ~ My Favorite Therapist No. 1! Learning from the Past, Becoming a New Self~",

This was a group-wide contest with approximately 4,300 Raffine Group therapists participating.
In the first preliminary round, 207 participants competed in customer service role-playing, and 29 of them advanced to the second preliminary round.
And in the finals held on April 8, six participants who passed the preliminary rounds took the stage,
And a new Grand Prix winner for Bodywork and Reverse Tokyo was born, standing at the top of approximately 4,300 therapists nationwide.

◇ 2026 R-1 Contest "Therapist Category" Final Competition Overview

〇 Judging Theme: "Onkochishin ~ My Favorite Therapist No. 1! Learning from the Past, Becoming a New Self~"

〇 Judging Method: A series of interactions from greeting customers at the store to accepting them was judged in a 4-minute role-playing format.

〇 Judging Criteria: "Customer service skills," "Communication skills," "Knowledge and proposal skills," "Hospitality."

〇 Competition Rules: Customer setting was unified as "first-time customer," and concerns were randomly set from the following:

　"Those who were injured"

　"Those who are accustomed to receiving treatments"

　"Quiet people"

　"Those who say they want a skilled person"

　"Couples with babies"

◇ R-1 Contest 2026 "Therapist Category" Finalists

Bodywork Co., Ltd.

・Raffine Shin-Sapporo Arc City Duo-1 Store (Hokkaido) Reika Ota

・Seitai Natural Body Aeon Mall Chiba New Town Store (Chiba Prefecture) Naoya Kubota

・Raffine Aeon Mall Odaka Store (Aichi Prefecture) Tomoko Ishino

・Raffine Shin-Urayasu Store (Chiba Prefecture) Etsuko Minamoto

・Raffine Aeon Mall Yamato Koriyama Store (Nara Prefecture) Nao Inoue

Reverse Tokyo Co., Ltd.

・Moriyama Natural Hot Spring Hotaru no Yu (Shiga Prefecture) Yoko Takesako

Reika Ota
Raffine Shin-Sapporo Arc City Duo-1 Store

Naoya Kubota
Seitai Natural Body Aeon Mall Chiba New Town Store

Tomoko Ishino
Raffine Aeon Mall Odaka Store

Etsuko Minamoto
Raffine Shin-Urayasu Store

Nao Inoue
Raffine Aeon Mall Yamato Koriyama Store

Yoko Takesako
Moriyama Natural Hot Spring Hotaru no Yu

◇ R-1 Contest 2026 "Therapist Category" Results

Grand Prix

Seitai Natural Body Aeon Mall Chiba New Town Store (Chiba Prefecture) Naoya Kubota

Runner-up

Raffine Shin-Urayasu Store (Chiba Prefecture) Etsuko Minamoto

Naoya Kubota of Seitai Natural Body Aeon Mall Chiba New Town Store, who won the Grand Prix, said with his characteristic gentle smile, expressing his future aspirations, "'Continuing' is my strength. As a result of diligently performing treatments for customers, I was able to receive the Grand Prix, and I feel that my efforts have been rewarded. I also want to express my gratitude to everyone involved in the R-1 Contest. I will continue to strive every day."

Etsuko Minamoto of Raffine Shin-Urayasu Store, who won the runner-up prize, said with a calm expression, showing her gratitude to her colleagues, "I realized that I am supported by many people. Above all, the encouragement from my colleagues at the Shin-Urayasu store was a great motivation in the R-1 Contest, where I aimed for the Grand Prix. I will continue to make efforts."

Grand Prix: Seitai Natural Body Aeon Mall Chiba New Town Store Naoya Kubota
Runner-up: Raffine Shin-Urayasu Store Etsuko Minamoto

◇ Future Events to be Undertaken as a Group

The next R-1 Contest will also be held as a contest involving all Raffine Group therapists, and will be operated as an opportunity to further improve customer service skills as a group.

In the "Space Category," we will present excellent initiatives from each store, review our own stores, and share examples from other stores to improve the overall level.

We will continue to strive to provide even more satisfying services, cherishing our gratitude to our loyal customers.

R-1 Contest Finalists
Cheering Squad at the Venue

≪Company Overview≫

Bodywork Co., Ltd.
With the management philosophy of "cherishing co-existence and co-prosperity with all those surrounding the company and creating new value," we are engaged in "businesses for creating a society where people can live healthy and energetic lives both mentally and physically."
Established: October 1, 2008 (formerly established January 2001)
Head Office: Raffine Group Head Office Building, 2-22-23 Higashinakano, Nakano-ku, Tokyo
Representative: Hidefumi Shimizu, Representative Director

Reverse Tokyo Co., Ltd.
The company that connects the most hot spring facilities and therapists in Japan.
Currently operates relaxation stores while locally employing 1,300 therapists at 170 hot spring facilities nationwide.
Established: February 1983
Head Office: SIMIZU Building 4F, 2-3-12 Kaji-cho, Chiyoda-ku, Tokyo
Representative: Nobuhisa Kawamura

Bodywork Holdings Co., Ltd.
With the management philosophy of "cherishing co-existence and co-prosperity with all those surrounding the company and creating new value," we are engaged in "businesses for creating a society where people can live healthy and energetic lives both mentally and physically."
Established: February 18, 1987
Head Office: Raffine Group Head Office Building, 2-22-23 Higashinakano, Nakano-ku, Tokyo
Representative: Hidefumi Shimizu, Representative Director