Understanding the Customer Perception of 0120 and 0570 Numbers in Japan

Introduction

In today's digital era, where chat and email have revolutionized our communication, the importance of phone inquiries can often be overshadowed. Nonetheless, they remain a vital touchpoint for customers engaging with organizations. Recent research conducted by Link Co., a cloud-based contact center system provider known for its leading product, BIZTEL, sheds light on the perceptions and experiences regarding 0120 and 0570 contact numbers among Japanese consumers.

Survey Methodology

The comprehensive survey analyzed responses from 600 individuals aged 20 to 69 across Japan, who had made inquiries to companies within the last year. The objective was to assess public awareness and attitudes towards the 0120 and 0570 numbers, as well as how such numbers shape impressions of the companies using them.

Key Findings

1. Recognition vs. Evaluation

Both 0120 and 0570 numbers boast a recognition rate exceeding 70%, yet their evaluation reveals a stark contrast. Approximately 60% of respondents feel that companies using the 0120 numbers express customer consideration and reassurance. In contrast, over 60% associated companies utilizing 0570 numbers with difficulties in making inquiries and a perceived lack of customer care. This discrepancy indicates that the design of the contact numbers can significantly influence customer opinions about a company.

2. High Unexpected Costs

Among those who had used 0570 numbers, more than 76% reported being shocked at unexpectedly high calling costs, with 95.9% recognizing that the caller bears the cost. This highlights a critical gap: while awareness of the 0570 number’s structure is prevalent, the understanding of the actual costs incurred remains vague, often leading to what can be classified as “stealth billing.” The findings suggest that while the recognition of 0570 numbers is quite high, actual cost implications were not entirely anticipated by users before engagement.

3. Hesitation to Call 0570 Numbers

A striking 57.2% of respondents indicated they would look for alternate inquiry methods if only a 0570 number was provided. Together, around 60% opted to avoid calling these numbers altogether, illustrating the psychological barriers stemming from perceived costs and customer service assumptions. However, if a clear rationale for using 0570 numbers was communicated, about half of the respondents showed understanding.

Detailed Analysis

Recognition and Perception

Looking deeper into the data, 89.7% of consumers recognized the significance of 0120 numbers, while 74% recognized 0570 numbers. Despite such recognition levels, the perceptions left concerning both numbers diverged sharply, outlining how customer care sentiments break down along the lines of inbound cost managers versus consumer-focused service providers.

Cost Awareness Issues

The survey reveals a disconnect between awareness of the number types and the understanding of potential charges, stressing that the bewildering nature of costs leads to negative impressions of service providers. The emotional weight of receiving unexpectedly high bills plays a massive role in the customer experience.

Conditional Acceptance of 0570 Numbers

Interestingly, nearly 50% of respondents expressed conditional acceptance of 0570 numbers, provided that companies could justify their usage within specific contexts like addressing malicious customer complaints or apprenticeship shortages. This implies that the reasoning behind the choice of contact number profoundly affects its acceptance.

Conclusion and Recommendations

The implications drawn from this research indicate a pressing need for businesses using 0570 numbers to rethink their customer engagement strategies. Implementing free alternative communication channels like live chat or email could mitigate the negative perceptions surrounding 0570 numbers. Additionally, crafting transparent justifications explaining the necessity of 0570 numbers could foster deeper understanding and acceptance among consumers.

About Link Co.

Founded to provide innovative solutions in the realm of cloud telephony, Link Co. has consistently positioned itself as a leader in the telecommunications market, advocating for customer-first approaches. Their flagship product, BIZTEL, has been recognized for its excellence and functionality, helping over 2,000 companies establish meaningful customer relationships.

As customer expectations evolve, embracing a holistic perspective that merges efficient customer service with consumer understanding will be vital for organizations seeking to thrive in a competitive environment.