Povo Achieves Customer Satisfaction Excellence for Two Consecutive Years in JCSI Mobile Phone Sector

Povo, the online-only brand from KDDI and Okinawa Cellular, has made headlines by securing the highest customer satisfaction ranking in the 2025 Japanese Customer Satisfaction Index (JCSI) report for the mobile phone industry. This marks the second consecutive year that Povo has claimed the top spot, reaffirming its commitment to providing exceptional services that meet customer needs. The JCSI report evaluates nine brands in total, including major players in the industry, underpinned by various metrics such as customer expectations, perceived quality, perceived value, customer satisfaction, recommendation intent, loyalty, emotional indicators, and disappointment measures (less disappointment). Povo's dominance across these eight dimensions highlights its effectiveness in addressing and exceeding customer expectations.

Launched in 2021, Povo 2.0 revolutionized the way consumers engage with mobile services by introducing a base fee of zero yen. Customers appreciate the extensive options available for topping up data volumes and durations, allowing them to tailor their mobile usage according to their lifestyles. This flexible model has gained significant popularity and contributed to Povo’s stellar reputation in customer satisfaction. Furthermore, Povo has recently begun offering Giga Charge cards that can be purchased with cash, presenting new and convenient ways for customers to manage their data usage. This innovative approach not only caters to diverse customer preferences but also enhances the overall user experience by simplifying access to mobile data.

KDDI and Okinawa Cellular remain committed to continuously improving their services and are dedicated to ensuring that customers enjoy a fulfilling mobile experience. The ongoing focus on customer satisfaction is evident in their strategic efforts to innovate and adapt to the evolving expectations of mobile users in a competitive landscape. The success of Povo serves as a testament to the importance of listening to customer feedback and implementing changes that foster loyalty.

For detailed information regarding the JCSI study results, readers are encouraged to visit the official website of the Japan Productivity Center.

In conclusion, Povo's remarkable achievement in the JCSI mobile sector underscores its position as a leading player in the telecommunications industry. By relentlessly pursuing excellence in customer service and introducing novel features that align with contemporary demands, Povo demonstrates that it is not just a mobile brand, but a customer-centric solution that is reshaping the way we think about mobile connectivity.