Altius Link Releases Report on Communication Practices Between Companies and Customers for 2025

Altius Link's Insightful Report on Customer Communication in 2025

Altius Link Inc., based in Shibuya, Tokyo, and led by President Hajime Wakatsuki, has released a comprehensive report titled "Communication Practices Between Companies and Customers: 2025 Edition". This report focuses on the actions consumers take when they encounter problems with products or services, as well as their dissatisfaction and stress levels during inquiries, gathered from a survey of 3,000 individuals aged 20 to 79, who actively choose and use products and services. The report was published on September 30, 2025.

Entering its eighth year, this study meticulously analyzes the behaviors and preferences of consumers during incidents that lead to pain points, segmented by gender and age. It sheds light on the current landscape of consumer actions and offers insights on how companies communicate with their customers effectively.

Key Findings

Self-Resolution Trends

One of the significant revelations of the report is that nearly 80% of consumers tend to try and resolve issues independently. However, when dealing with inquiries, only about half engaged with customer support channels. This indicates a segment of consumers who give up if they cannot solve their problems themselves. Over 50% of respondents indicated a preference for official resources like FAQs and product pages when seeking solutions, underlining the need for improved reference channels to facilitate self-resolution.

A staggering 50% reported frustration from not finding solutions on FAQs or chatbots, highlighting the urgency for companies to enhance these resources. By improving reference channels, companies can empower consumers to solve their problems independently.

Customer Support Dissatisfaction

The report reveals that around 80% of consumers have experienced dissatisfaction with customer support services. This dissatisfaction is not confined to a specific demographic; it spans various age groups and genders. Alarmingly, over 65% of these dissatisfied consumers chose to refrain from making further purchases or usage. This trend indicates that customer support experiences significantly influence consumer behavior, and companies must understand these issues to develop effective strategies that mitigate potential customer churn.

Communicating Customer Voices

The findings also indicate that more than 60% of consumers have conveyed their opinions to companies, with younger individuals actively providing feedback. Conversely, over 30% reported they never shared their thoughts with businesses. This presents an opportunity for companies to create multiple feedback channels—such as in-store, call centers, and email—making it easier for consumers to share their voices. Fostering an environment where feedback is encouraged is essential for collecting valuable customer insights.

Harnessing this consumer feedback through data analysis can help businesses align their offerings with hidden consumer needs, ultimately enhancing customer experiences (CX).

Additional Insights

The report further elaborates on consumer behaviors under various pain points categorized by gender and age, including channel preference trends. This data can be instrumental in formulating effective branding, marketing, and customer support strategies that strengthen customer touchpoints.

Survey Overview

- Survey Period: June 2025
- Survey Area: Nationwide
- Method: Internet research
- Participants: Individuals who have encountered issues while using products or services within the last year.
- Sample Size: 3,000 respondents

Conclusion

Altius Link’s comprehensive report illuminates critical issues of communication between businesses and consumers, emphasizing the importance of improving customer support channels and actively seeking consumer feedback. By addressing these aspects, companies can enhance consumer satisfaction and loyalty, leading to a more sustainable business model.

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Altius Link Inc.
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