#Japan #Cyber Security #Tokyo #J.D. Power #Server Maintenance

An Overview of the J.D. Power 2025 Server Maintenance Services Customer Satisfaction Survey

In July and August 2025, J.D. Power Japan, an international research and consulting firm, conducted its 18th annual survey focusing on customer satisfaction regarding server maintenance services. The results revealed a noteworthy increase in overall satisfaction levels, reflecting significant trends and growing concerns in the realm of IT operations.

Key Findings on Customer Satisfaction

According to the survey results, the overall satisfaction score rose to 623 points on a scale of 1,000, marking an increase of 4 points from the previous year. This enhanced satisfaction is primarily attributed to the improved performance in the “normal operational response” category, where scores increased by 8 points. Notably, out of the seven companies surveyed, six showed improvement in this area. This upward trend suggests that many maintenance service providers have successfully enhanced their capabilities in proposing maintenance and operational support services, along with better follow-up activities concerning the contracted equipment. This strong support from service engineers and sales representatives likely plays a crucial role in elevating customer satisfaction.

Bolstering Security: The Foremost Challenge Ahead

The survey also highlighted critical issues that businesses face in system operation and maintenance. A staggering 42% of respondents identified escalating system security challenges as the primary area for future focus. Particularly among large enterprises with over 1,000 employees, nearly half cited these security concerns due to the rising sophistication of cyberattacks and increasing risks of data breaches. The urgency of enhancing security measures has thus become apparent.

Following security concerns, other significant challenges include reducing maintenance costs and training management personnel, cited by 34% of respondents. Additionally, addressing the aging of equipment systems and alleviating the operational burden on system administrators were also key priorities, noted by 33% and 32% respectively.

These findings underscore the need for maintenance service companies to provide technical support and operational assistance in strengthening IT security for client enterprises. Their role is evolving beyond merely addressing incidents; they are increasingly expected to act as partners in overall IT operations support.

Top Performers in Customer Satisfaction

In this year’s survey, Ricoh Japan emerged as the frontrunner in customer satisfaction among server maintenance service providers, achieving an impressive score of 658 points. This milestone marks 11 consecutive years of Ricoh occupying the top spot in overall satisfaction. They received the highest ratings in both the “normal operational response” and “service menu” categories.

Following Ricoh, PFU ranked second with a score of 645, while Otsuka Shokai secured the third position with 632 points, reflecting their commitment to service quality and customer satisfaction.

Conclusion: Future Directions for IT Maintenance Services

The J.D. Power 2025 Server Maintenance Services Customer Satisfaction Survey serves as a valuable barometer for the state of service quality in the IT sector. As cybersecurity threats evolve, the demand for proactive measures and enhanced partnership between service providers and client companies is critical. The results of this survey not only highlight current strengths but also point out vital areas needing continued focus and improvement to adapt to the rapidly changing technology landscape. Stakeholders in this sector must align their strategies with these insights to foster a more resilient IT environment.

With over three decades of experience, J.D. Power remains a trusted authority, leveraging consumer insights to guide industry leaders and enhance service excellence across various sectors.