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Airlines were the industry with which consumers were most satisfied, as revealed in a survey conducted in the third quarter of 2024 in Japan. Around ** percent of respondents stated they were satisfied with the customer experience provided by the airline companies, with which they have most recently interacted. The hotel industry had the highest satisfaction rate among industries with frequent customer contact at the front end.

Satisfaction and loyalty

Satisfaction is a major factor in generating repeat customers, with a bad experience having the potential to turn away consumers from a whole company. To ensure that their customers are happy, customer service and support are at the center of interactions in Japan. Apart from pricing strategy and product quality, a major factor for canceled service contracts and discontinued usage of products is an insufficient response from customer support.

Customer support – the strategy to solving questions

Phone calls remain an important method to contact customer support in Japan. Online channels like e-mail and contact forms are increasingly adopted by businesses to expand channels and make customer service available outside of office hours. While FAQ pages are also added to company websites to reduce the influx of inquiries and simplify problem-solving, poor user experience is a common occurrence and results in a preference for phone calls to receive immediate responses.