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Understanding Customer Behavior in Point Services

G-Plan Co., a leading provider of point exchange and issuance solutions based in Shinagawa, Tokyo, recently released the results of a survey that sheds light on customer behaviors and expectations regarding point services. The report, titled "Data Reveals! Customer True Feelings and Actions Towards Point Services," delves into the factors driving customer departures from point programs, triggering usage, and their attitudes towards data utilization.

Key Findings

Approximately 40% of customers admitted to having previously stopped using a point service, with the main reason being dissatisfaction with the return rates—44% cited that they felt the rate was poor and points accumulated were less than expected. Additionally, 22.1% felt that the limited usability of points was a contributing factor to their disengagement.

To address the dissatisfaction around limited usability, expanding points usage internally and promoting exchanges with partner companies could effectively enhance the appeal of point programs. As per the survey, nearly half (48.5%) of respondents are already utilizing point exchanges, with a large portion expressing interest in these services. The primary motivation for exchanges, reported by 58.6%, was the broader usability offered by the exchanged points.

Triggers for Customer Action

The survey identified that the primary trigger for customer action within point services stems from loss aversion—the fear of losing points due to expiration. Approximately 45.2% of respondents indicated that reminders regarding points nearing expiration served as the strongest motivator to engage with the point system.
Moreover, over half of customers (51.7%) are incentivized by promotional campaigns, particularly those that offer substantial returns within a limited time frame, which attracted the interest of 46.2% of respondents.

Importance of Data Security

As companies collect behavioral data through point services to enhance their offerings, trust remains a significant challenge. While over 60.7% of users expressed willingness to cooperate in data sharing, the priority for ensuring security and privacy lies in anonymizing and statistical treatment of personal information, highlighted by 63.7% of respondents. This indicates a critical need for transparent communication regarding data usage and security protocols.

Comprehensive Analysis Available

The full survey result reveals an in-depth analysis of customer withdrawal factors, behavioral changes, and data security importance across a detailed 34-page report. Starting today, interested parties can freely download this essential document from the G-Plan website.

For further exploration, G-Plan will be publishing additional details from this survey every week starting December 2025, providing continuous insights into customer preferences and behaviors.

Additional Information

• - Survey Period: 28th July to 29th July 2025
• - Methodology: Internet survey administered by Marketing Junction Co., targeting 1,000 participants evenly split between genders and various age groups.

For more insights on point services and to download the comprehensive survey report, visit G-Plan or explore their corporate services at G-Plan Corporate Services.

About G-Plan Co.

For over 24 years, G-Plan has been at the forefront of point services, media, and platform solutions, advertising its capabilities in addressing corporate and marketing challenges through effective collaborative strategies.