#Japan #Tokyo #J.D. Power #KDDI #povo

J.D. Power 2025 Customer Satisfaction Survey

In an impressive achievement, the online-only mobile brand povo has claimed the top spot for the second year in a row in the J.D. Power 2025 Mobile Service Customer Satisfaction Survey in the online-only brand and plan category. This survey, conducted by J.D. Power Japan, assesses mobile service satisfaction based on various factors affecting a customer's experience with their mobile service provider.

The research involved smartphone users aged between 18 and 74, focusing on five key factors: communication quality, various costs, service menu, provided devices, and procedural support. These factors were analyzed across four categories: major carriers, value carriers, MVNOs, and online-only brands/plans. In this detailed examination, povo excelled particularly in the online-only brand category, where it received top ratings in four criteria, namely:

1. Various Costs
2. Service Menu
3. Procedural Support
4. Communication Quality (added for the 2025 evaluation)

These high scores across all evaluated factors led to povo securing the overall satisfaction ranking. The team at KDDI and Okinawa Cellular, the parent companies of povo, expressed their commitment to maintaining and enhancing the customer satisfaction levels by continually evaluating their service offerings and implementing improvements.

The continuous recognition from J.D. Power demonstrates the increasing competitiveness of online-only mobile services, reflecting a shift in consumer preferences towards more flexible and cost-effective mobile service options. The study's comprehensive structure, which divides assessment into major carriers, value carriers, MVNOs, and online-only brands, allows for a more nuanced understanding of consumer satisfaction across different segments.

As for the future, KDDI and Okinawa Cellular pledge to uphold their mission by delivering services that exceed customer expectations, thus ensuring the sustained success of povo. This focus not only enhances user experience but also sets a benchmark for the industry, encouraging all providers to elevate their service levels.

Overall, the recognition from J.D. Power adds to the brand's credibility and highlights the opportunities within the evolving mobile service landscape. As customer needs continue to evolve, brands like povo are well-positioned to respond effectively, promoting a more satisfied and loyal customer base.

For more details about the survey methodology and results, please refer to the official J.D. Power report. It is important to note that all company names and product names mentioned are either trademarks or registered trademarks of their respective owners.