The customer support services of Yodobashi's online platform showed the highest customer satisfaction among general e-commerce websites in Japan, as revealed in a survey conducted in August 2023. The support services of the Japanese electronic mass retailer received 743 points on a 1,000-point scale, while its rival Bigcamera.com fell to the fifth place with 680 points.
Leading online retailers based on satisfaction score of customer support services in Japan as of August 2023
Characteristic
Satisfaction score out of 1,000 points
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respondents who have encountered troubles during online shopping in the past year and made use of customer support services
Method of interview
Online survey
Supplementary notes
Scores are based on the respondents' evaluation on a 1,000-point scale in four different categories regarding their satisfaction with the customer support services. 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, 2023). Leading online retailers based on satisfaction score of customer support services in Japan as of August 2023 [Graph]. In Statista. Retrieved July 22, 2024, from https://www.statista.com/statistics/1382775/japan-customer-support-satisfaction-score-online-retailer/
J.D. Power. "Leading online retailers based on satisfaction score of customer support services in Japan as of August 2023." Chart. October 26, 2023. Statista. Accessed July 22, 2024. https://www.statista.com/statistics/1382775/japan-customer-support-satisfaction-score-online-retailer/
J.D. Power. (2023). Leading online retailers based on satisfaction score of customer support services in Japan as of August 2023. Statista. Statista Inc.. Accessed: July 22, 2024. https://www.statista.com/statistics/1382775/japan-customer-support-satisfaction-score-online-retailer/
J.D. Power. "Leading Online Retailers Based on Satisfaction Score of Customer Support Services in Japan as of August 2023." Statista, Statista Inc., 26 Oct 2023, https://www.statista.com/statistics/1382775/japan-customer-support-satisfaction-score-online-retailer/
J.D. Power, Leading online retailers based on satisfaction score of customer support services in Japan as of August 2023 Statista, https://www.statista.com/statistics/1382775/japan-customer-support-satisfaction-score-online-retailer/ (last visited July 22, 2024)
Leading online retailers based on satisfaction score of customer support services in Japan as of August 2023 [Graph], J.D. Power, October 26, 2023. [Online]. Available: https://www.statista.com/statistics/1382775/japan-customer-support-satisfaction-score-online-retailer/
