According to an online survey conducted in Japan in 2023, poor site navigation and the lack of desired information was the most common consumer experience when visiting companies' frequently asked question (FAQ) pages. Closely related, 43.5 percent of respondents reported checking the FAQs after encountering a problem, but the issue remained unresolved.
Most common consumer experiences with companies' frequently asked questions (FAQ) websites in Japan as of September 2023
Original question: “What is your experience of using FAQ sites of companies?”
Respondents were people living in Tokyo, Kanagawa, Saitama, Chiba, Osaka, Aichi and Fukuoka Prefecture, who have made use of customer inquiry methods between January and September 2023.
Profit from the additional features of your individual account
Currently, you are using a shared account. To use individual functions (e.g., mark statistics as favourites, set
statistic alerts) please log in with your personal account.
If you are an admin, please authenticate by logging in again.
Learn more about how Statista can support your business.
PR Times, & RightTouch. (November 2, 2023). Most common consumer experiences with companies' frequently asked questions (FAQ) websites in Japan as of September 2023 [Graph]. In Statista. Retrieved December 21, 2024, from https://www.statista.com/statistics/1459701/japan-consumer-experience-company-faq-page/
PR Times, und RightTouch. "Most common consumer experiences with companies' frequently asked questions (FAQ) websites in Japan as of September 2023." Chart. November 2, 2023. Statista. Accessed December 21, 2024. https://www.statista.com/statistics/1459701/japan-consumer-experience-company-faq-page/
PR Times, RightTouch. (2023). Most common consumer experiences with companies' frequently asked questions (FAQ) websites in Japan as of September 2023. Statista. Statista Inc.. Accessed: December 21, 2024. https://www.statista.com/statistics/1459701/japan-consumer-experience-company-faq-page/
PR Times, and RightTouch. "Most Common Consumer Experiences with Companies' Frequently Asked Questions (Faq) Websites in Japan as of September 2023." Statista, Statista Inc., 2 Nov 2023, https://www.statista.com/statistics/1459701/japan-consumer-experience-company-faq-page/
PR Times & RightTouch, Most common consumer experiences with companies' frequently asked questions (FAQ) websites in Japan as of September 2023 Statista, https://www.statista.com/statistics/1459701/japan-consumer-experience-company-faq-page/ (last visited December 21, 2024)
Most common consumer experiences with companies' frequently asked questions (FAQ) websites in Japan as of September 2023 [Graph], PR Times, & RightTouch, November 2, 2023. [Online]. Available: https://www.statista.com/statistics/1459701/japan-consumer-experience-company-faq-page/
