Chat support via operators showed the highest customer satisfaction in mail-order retail in Japan, as revealed in a survey conducted among consumers encountering trouble during mail-orders in August 2022. Chat operators received 716 points on a 1,000-point scale, making it the customer support service with the highest satisfaction score, followed by call centers.
Satisfaction score of major customer support methods in mail-order retail in Japan as of August 2022
respondents who have encountered troubles during mail-order purchases in the past year and made use of customer support services
Method of interview
Online survey
Supplementary notes
Mail-order purchases included e-commerce websites, teleshopping, and catalog shopping.
Scores are based on the respondents' evaluation on a 1,000-point scale in four different categories regarding their satisfaction with each customer support method. Each category had a different impact on the overall satisfaction score and included "ease of use" (28%), "adequacy of information provided and responses to requests" (25%), "politeness of explanation and responses" (24%), and "time needed to solve problems and respond" (22%).
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J.D. Power. (October 26, 2022). Satisfaction score of major customer support methods in mail-order retail in Japan as of August 2022 [Graph]. In Statista. Retrieved November 23, 2024, from https://www.statista.com/statistics/1382741/japan-satisfaction-customer-support-type-mail-order-retail/
J.D. Power. "Satisfaction score of major customer support methods in mail-order retail in Japan as of August 2022." Chart. October 26, 2022. Statista. Accessed November 23, 2024. https://www.statista.com/statistics/1382741/japan-satisfaction-customer-support-type-mail-order-retail/
J.D. Power. (2022). Satisfaction score of major customer support methods in mail-order retail in Japan as of August 2022. Statista. Statista Inc.. Accessed: November 23, 2024. https://www.statista.com/statistics/1382741/japan-satisfaction-customer-support-type-mail-order-retail/
J.D. Power. "Satisfaction Score of Major Customer Support Methods in Mail-order Retail in Japan as of August 2022." Statista, Statista Inc., 26 Oct 2022, https://www.statista.com/statistics/1382741/japan-satisfaction-customer-support-type-mail-order-retail/
J.D. Power, Satisfaction score of major customer support methods in mail-order retail in Japan as of August 2022 Statista, https://www.statista.com/statistics/1382741/japan-satisfaction-customer-support-type-mail-order-retail/ (last visited November 23, 2024)
Satisfaction score of major customer support methods in mail-order retail in Japan as of August 2022 [Graph], J.D. Power, October 26, 2022. [Online]. Available: https://www.statista.com/statistics/1382741/japan-satisfaction-customer-support-type-mail-order-retail/
