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Importance of hospitality (omotenashi) in customer support in Japan as of August 2024

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Sources

Release date

September 2024

Region

Japan

Survey time period

August 15, 2025

Number of respondents

1,000 respondents

Age group

10-69 years

Special properties

only one answer was allowed

Method of interview

Online survey

Supplementary notes

Original question: “Do you think the 'omotenashi'-style response that is unique to Japanese companies is important in any type of support?”

The examples for "omotenashi" provided by the source include the use of polite language, a quick response, care for customers' individual needs, etc.

Citation formats

Importance of hospitality in customer support in Japan 2024

Published by
F. Watty,
Mar 12, 2025

Japanese consumers expect a high level of hospitality “omotenashi” in customer support interactions, as revealed in a survey conducted in August 2024. Around ** percent of respondents expected a certain level of hospitality in any forms of customer support.

Commonly translated as hospitality or mindfulness, "omotenashi" is a Japanese expression referring to a concept of looking after the guests with the best services and wholehearted, attentive care.

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