#Japan #Tokyo #Yamato Transport #Takashimaya #JCSI Survey

2025 JCSI Survey: Insights into Customer Satisfaction in Japan

On July 30, the Japanese Productivity Center's Service Industry Productivity Council unveiled the results of the second survey of the 2025 Japanese Customer Satisfaction Index (JCSI). This comprehensive survey highlights customer satisfaction across eight categories: department stores, supermarkets, convenience stores, drugstores, parcel delivery, QR code payments, electronic money, and shopping centers.

The JCSI survey is a pivotal tool in quantifying customer satisfaction, which plays a crucial role in measuring service industry productivity. It collects quantitative data across nine satisfaction indicators, helping companies and sectors understand and enhance their growth potential. Notably, the survey centers on three key metrics: customer satisfaction, recommendation intention, and an emotional impact score.

Key Metrics Explained

1. Customer Satisfaction: Represents the level of satisfaction experienced by users after engaging with the service or brand.
2. Recommendation Intention: Indicates the extent to which users share positive experiences with others about the service.
3. Emotional Impact Score: Measures the degree of surprise or joy experienced by customers when interacting with the brand.

Survey Overview

Survey Period:

• - May 21 to June 2, 2025
• - Conducted via online channels.
• - Total respondents: 19,796 (including responses from 17,366 aimed at ranked companies/brands).

Participating Categories:

The survey assessed 65 brands across eight categories, with participation criteria varying by sector. For instance, department store respondents had to shop at least twice in the last six months, whereas supermarket visits were tracked over three months.

Customer Satisfaction Leaders

For the first time, Takashimaya achieved the top position in customer satisfaction rankings among department stores. Meanwhile, Yamato Transport celebrated its remarkable 17th consecutive year at the top of the parcel delivery category. These results underline the consistent efforts of both companies to prioritize customer engagement and service excellence.

Noteworthy Rankings:

• - Department Store Sector:

- 1st Place: Takashimaya
- Other significant players included Isetan, Sogo, and Daimaru.

• - Parcel Delivery Sector:

- 1st Place: Yamato Transport
- Followed by Sagawa Express and Japan Post.

Methodology Details

The survey employed a two-phase method:
1. First Phase Response: Approximately 68,000 individuals were initially surveyed to identify potential respondents based on demographic factors like age, sex, and region.
2. Second Phase Response: Around 400 individuals from those who met the service usage criteria provided detailed evaluations for each brand.

Implications for Businesses

The results from the JCSI serve as a critical feedback mechanism for companies looking to enhance their customer satisfaction strategies. Scores from the nine key indicators indicate areas where brands can improve, guiding them in refining their service offerings to better meet customer expectations.

In conclusion, the JCSI survey results provide valuable insights into the customer experience landscape in Japan for 2025. Companies like Takashimaya and Yamato Transport demonstrate the importance of maintaining high standards of service, which not only fosters customer loyalty but also drives overall industry growth.

For further details on specific rankings and the full dataset, industry stakeholders are encouraged to refer to the appended documentation from the Japanese Productivity Center.