#Japan #Tokyo #Rakuten Card #User Survey #Cocmoola

Insightful Findings from the Cocmoola Survey on Rakuten Card

Cocmoola recently conducted a survey to gather user feedback on the Rakuten Card, providing a glimpse into customer satisfaction and areas of concern. The survey, thriving on user experiences, aimed to assess how well Rakuten Card meets its users' expectations.

Survey Methodology

The survey was executed through internet research tools over a period in November 2025, with Cocmoola employing Freezy to gather responses. It targeted individuals who utilized the Rakuten Card, comprising 300 valid responses from 211 men and 89 women in Japan.

Positive Experiences with Rakuten Card

The survey highlighted three primary advantages associated with the Rakuten Card. These were:
1. Ease of Earning Points - A significant 67% of respondents indicated that points are easy to accumulate, which is a major draw for many users.
2. High Usability of Accumulated Points - About 41% appreciated the high usability of points, emphasizing the convenience during transactions.
3. Compatibility with Rakuten Services - The synergy between Rakuten Card and other Rakuten services was noted by 41% of users as a significant benefit, allowing for a seamless shopping experience.

Other noted positive attributes included low ownership costs and prompt notifications for transactions. A smooth tap-to-pay system and high security level also received appreciation, albeit from a smaller percentage of users.

User Dissatisfaction Points

In contrast, the survey also uncovered several points of dissatisfaction amongst users. The top three grievances were:
1. Excessive Campaign Notifications - Over one-third of respondents (35%) felt overwhelmed by the number of campaign emails and notifications, indicating a need for better management of communication.
2. Unclear Expiration Dates of Points - 18.67% of users expressed confusion regarding the expiration terms of their accumulated points, suggesting the need for clearer communication to enhance user understanding.
3. Poor Compatibility with External Services - Users found the Rakuten Card less compatible with non-Rakuten services, with nearly 18% voicing their concerns.

Other mentioned concerns included the annual fees for ETC cards, perceived low security measures, and issues with the design and usability of the application.

Time Taken to Receive Rakuten Card

The survey also explored user experiences regarding the issuance speed of the card. A notable 41% of respondents indicated that they received their cards within 6-7 days, highlighting efficient processing times for applications.

Demographic Insights

Further insights into the demographics of respondents revealed a diverse range of income levels, with many applicants earning between 300-400 thousand yen annually. A significant number of respondents also identified as full-time employees with over four years of experience, showcasing the card’s appeal to seasoned professionals.

Conclusion

Overall, the survey conducted by Cocmoola offers valuable insights into user experiences with Rakuten Card. While the card is favored for its points system and integration with Rakuten services, the company must address user concerns regarding communications and compatibility with other services.

These findings can serve as a constructive guide for Rakuten to refine its offerings while enhancing user satisfaction and loyalty in the competitive credit services market.