The Service Industry Productivity Council has announced the results of the first 2024 “Japanese Customer Satisfaction Index (JCSI)” survey, covering ten industries: department stores, supermarkets, convenience stores, drugstores, dining, cafes, mobile phones, parcel delivery, securities, and MVNOs (Mobile Virtual Network Operators).
This survey is one of Japan’s largest customer satisfaction surveys, aiming to quantify and visualize key metrics like “customer satisfaction” to aid in the growth of companies and industries. The survey examines nine indicators, including “customer satisfaction,” “recommendation intention,” and “emotional impact,” which are particularly useful for business goals.
The survey, which involves responses from over 80,000 users, allows for cross-industry comparison and analysis, helping to check the customer satisfaction structure and positioning across six indicators. The Service Industry Productivity Council aims to support innovation and productivity in the service industry through customer satisfaction surveys, service excellence awards, and business improvement initiatives. The JCSI survey has been conducted since 2009, with the goal of promoting “competition across industries based on customer evaluations,” thereby enhancing value-added services and customer satisfaction, contributing to corporate growth and international competitiveness.
OK has ranked first for the 14th consecutive year since it was first included in the survey in fiscal year 2011. In the latest JCSI survey, the company received top evaluations in four of the six indicators: Perceived Quality, Perceived Value, Customer Satisfaction, and Loyalty.
The company is preparing to open its first store in the Kansai region, the Takaida store in Higashi-Osaka City, Osaka Prefecture, in late November this year. OK plans to further promote its management policy of “High Quality & Everyday Low Price,” aiming to expand its dedicated fan base by actively opening more stores in the Kansai region from 2025 onwards.
| Customer Expectation | Product Quality | Perceived Value | Customer Satisfaction | Recommendation Intent | Loyalty | |
|---|---|---|---|---|---|---|
| 1 | Costco | OK | OK | OK | Costco | OK |
| 2 | OK | Costco | OK | Costco | OK | Trial |
| 3 | Ito-Yokado | Trial | Costco | Trial | Aeon | Costco |
| 4 | Trial | Ito-Yokado | Gyomu Supermarket | Don Quijote | Gyomu Supermarket | Don Quijote |
| 5 | Aeon | Aeon | Don Quijote | Don Quijote/Gyomu Supermarket | Trial | Don Quijote |
Related Articles
LAWSON to release plant-based food made entirely from plants on May 27th
Starting May 27, LAWSON (Tokyo) has launched the "NL Plant-Based Grissini Tomato Basil Flavor" (168 yen including tax), which is made using only plant-based ingredients, as part of its Natural LAWSON confectionery series at LAWSON stores nationwide (14,026 stores as...
Challenging Cocoa Inflation – Fuji Oil’s Plant-Based Alternative Shows Promise
Rethinking Chocolate for the Future – Fuji Oil Unveils Cacao-Free Innovation As cocoa prices continue to soar, a new approach from Japan’s Fuji Oil Co., Ltd. (Headquarters: Izumisano, Osaka; President and CEO: Tatsuji Omori) is gaining attention across the food...
Morinaga Milk Industry Clinico launches “Sunkist Onaka Ukiuki Satisfying Fruit” series to support intestinal environment
On June 11th, Morinaga Milk Industry Clinico (Tokyo) will release three flavors of the "Sunkist Onna Kiuki Satisfying Fruit" series of nutritional supplement drinks that make it easy to get dietary fiber as functional foods - "Apple," "Tangerine," and "Muscat" - as...