日本游客满意度分析报告-外文版培训课件

CONSUMERS

&

BRANDSCustomersatisfactioninJapanCHAPTER

01OverviewNumberofconsumercomplaintsandbadreviewspublishedonlineinJapaninthefirsthalfof2023,byindustryNumberofonlinecomplaintsandbadreviewsinJapan2023,byindustryNumberofcomplaintsandbadreviews200

400

60008001,0001,2001,4001,600Non-storeretail1,400Otherretailbusinesses1,241Textile,fashion,andaccessoriesretailLaundry,hairdresser,beautyservices,andbathhouses526520MachineryretailLeisure427420ChemicalFoodestablishmentsMedical397361316305FoodandbeveragesretailAccomodationsMerchandiseretailersWholesalersCommunicationsindustryRailway225207108104203Description:Inthefirsthalfof2023,non-storeretailersreceivedthehighestnumberofconsumercomplaintsandbadreviewspostedonlineinJapan.Non-storebusinessesengagedinmail-orderretailingreceived1.4thousandnegativeevaluationsononlineplatformslikesocialnetworkingservices.Over1.2thousandbadreviewsweredirectedatretailersspecializinginfurniture,cosmetics,secondhandproducts,andotherproducts.

ReadmoreNote(s):Japan;January1toJune30,2023;10,410respondents;industrycategorizationbasedontheJapaneseMinistryofInternalAffairsandCommunicationsSource(s):AlarmboxAveragenumberofonlinecomplaintsandbadreviewspercompanyinJapaninthefirsthalfof2023,byindustryNumberofonlinecomplaintspercompanyinJapan2023,byindustryAveragenumberpercompany0.00.51.01.52.02.53.03.54.04.55.05.5Non-storeretail4.89OtherretailbusinessesMerchandiseretailers2.732.69Laundry,hairdresser,beautyservices,andbathhouses2.262.262.172.122.12.02MedicalTextile,fashion,andaccessoriesretailWholesalersMachineryretailChemicalAccomodations1.8CommunicationsindustryFoodandbeveragesretailLeisure1.761.531.46FoodestablishmentsRailroad1.441.434Description:Inthefirsthalfof2023,businessesinnon-storeretailreceivedthehighestnumberofconsumercomplaintsandbadreviewspostedonlineonaverageinJapan.WhilealmostfivecomplaintspostedonSNSandotheronlinechannelsweredirectedatanon-storeretailerengagedinmail-orderretail,arailroadbusinessreceivedonly1.43negativeevaluationsonaverageduringthefirsthalfoftheyear.

ReadmoreNote(s):Japan;January1toJune30,2023;10,410respondents;industrycategorizationbasedontheJapaneseMinistryofInternalAffairsandCommunicationsSource(s):AlarmboxLeadingreasonsfordiscontinuingtheuseofproductsorcancellingservicecontractsinJapanasofSeptember2023MainreasonsfordiscontinuingproductorserviceuseinJapan2023Shareofrespondents0%5%10%15%20%25%30%Costreductionincompetitor'sserviceQualityimprovementincompetitor'sserviceInsufficientinquiryhandlingandcustomersupportDecreaseinqualityofproduct/servicePriceincreaseofproduct/service26.6%25.2%25%10.2%7.7%NeverdiscontinuedusageorcancelledacontractCompanyinvolvedinascandal2.9%1.6%0.8%Other5Description:AccordingtoanonlinesurveyconductedinJapanin2023,theleadingreasonfordiscontinuingtheusageofaproductorcancellingaservicecontractwasthecostreductionofanothercompany'sservice.Qualityimprovementinanothercompany'sservicewasthesecondmostcommonreason,namedby25.2percentofrespondents,followedbyinsufficienthandlingofcustomerinquiries,with25percentofrespondents.

ReadmoreNote(s):Japan;September2toSeptember7,2023;1,000respondents;20-59years;onlyoneanswerallowedSource(s):PRTimes;RightTouchMainfactorsimprovingcompany'simageandincreasingwillingnesstouseitsservicesandproductsinJapanasofSeptember2023Mainfactorsimprovingcompany'simageandbuyerintentionJapan2023Shareofrespondents0%10%20%30%40%50%60%70%80%Goodaftersalesserviceandsupport(comprehensiveinquiryhandling)Highcost-effectiveness71.7%32.2%Positiveonlinereviews30.9%Favorableperceptionofthebrandprovidingtheproduct/servicePositivefeedbackfromacquaintances(family,friends,colleagues,etc.)Effectiveadvertising,promotions,andPR25.2%24.9%20.3%Trendingonsocialmedia10%6Description:AccordingtoanonlinesurveyconductedinJapanin2023,morethan70percentofrespondentsstatedthatgoodaftercareandsupportisthefactorthatcontributestotheimprovementofcompany'simageandincreasingthewillingnesstouseitsservicesandproducts.Around32percentofrespondentsnamedhigh-costeffectivenessasfactorraisingpurchaseintention.ReadmoreNote(s):Japan;September2toSeptember7,2023;1,000respondents;20-59years;multipleanswerspossibleSource(s):PRTimes;RightTouchLeadingconsumeractionsincaseofquestionsaboutserviceorproductinJapanasofSeptember2023CommonconsumeractionstosolveserviceorproductquestionsinJapan2023Shareofrespondents0%

10%20%30%40%50%60%ResearchonthewebsiteDirectlyinquireviaphoneoremail54.1%23.5%ConductawebsearchandresearchdetailedwebsitesorsocialmediaAskfamily,friends,oracquaintances19.5%2.4%Other0.5%7Description:AccordingtoanonlinesurveyconductedinJapanin2023,around54percentofrespondentsstatedthattheyresearchonthewebsiteincaseofquestionsaboutservicesorproducts.23.5percentofrespondentsstatedthattheydirectlyinquireviaphoneore-mailtosolvequestionsaboutproductsorservices.ReadmoreNote(s):Japan;September2toSeptember7,2023;1,000respondents;20-59years;onlyoneanswerallowedSource(s):PRTimes;RightTouchCHAPTER

02CustomerexperienceLeadingservicesenhancingtheshoppingexperienceinJapanasofNovember2023MajorshoppingexperienceenhancingservicesinJapan2023Shareofrespondents5%

10%

15%0%20%25%30%35%40%45%45%45%50%ItemavailabilityindicatorSelf-servicecheckoutPre-orders27%ClickandCollect(buyonline,pickupin-store)Expressdeliveryoptions19%18%In-storeappointments11%10%Cross-channelreturns(e.g.buyonlineandreturninastore)Customermessaging-serviceOthers5%6%Noneoftheabove8%9Description:ItemavailabilityindicatorsweretheleadingservicesenhancingtheexperienceofshoppersinJapan.AsrevealedinasurveyconductedinNovember2023byRakutenInsight,45percentofrespondentsstatedthatanindicatorofproductstocksenhancedtheirshoppingexperience.Asimilarsharestatedthatself-servicecheckoutsystemsimprovedtheirexperience.ReadmoreNote(s):Japan;November9to30,2023;424respondents;16yearsandolderSource(s):RakutenInsightLeadingincentivestomotivateonlinepurchasesamonginternetusersinJapanasofQ32023IncentivestomotivateonlinepurchasesinJapanQ32023Shareofinternetusers30%0%10%20%40%50%60%70%FreedeliveryCouponsanddiscountsNext-daydelivery63%53.2%25.8%22%CustomerreviewsEasyreturnspolicy14.9%12.4%LoyaltypointsInterest-freepaymentsSociallikes&commentsGuestcheckout9.4%8.4%6.8%Eco-friendlycredentialsSimpleonlinecheckoutExclusivecontentorservicesSocialbuybuttons6.6%6.3%3.3%3.3%Clickandcollect2.5%10Description:Inthethirdquarterof2023,freedeliverywastheleadingfactorthatwouldencourageinternetusersinJapantouseonlineshoppingservices,with63percentofrespondents.Freedeliveryaswellascouponsanddiscountswerefactorsthatwouldworkasanincentiveforthemajorityofonlineuserstomakeonlinepurchases.ReadmoreNote(s):Japan;Q32023;16-64years;surveyamonginternetusersSource(s):DataReportal;GWI;Meltwater;WeAreSocialOnlineshoppingbehaviorifdesiredpaymentmethodsarenotavailableinJapanasofAugust2023ImpactofpaymentmethodsoncartabandonmentbehaviorinJapaninJapan202360%48.71%50%40%30%20%10%0%25.24%11.22%8.37%IuseanotherpaymentmethodIshoponanotherwebsiteIstopshoppingIvisitaphysicalstore11Description:TheavailabilityofpaymentmethodsimpactedtheonlineshoppingexperienceofthemajorityofconsumersinJapan,asrevealedinasurveyconductedinAugust2023.Whilearound48.7percentofrespondentswerewillingtoswitchtoanotherpaymentmethod,oneinfourshoppersstatedtoswitchtoanotherwebsite.Inasimilarmanner,over11percentwouldstoptheirshoppingactivities.ReadmoreNote(s):Japan;August18to22,2023;1,610respondents;20-69yearsSource(s):ApplivTopicsFormsofconsumerfeedbackafterhavingagoodexperienceinJapanasofthe3rdquarterof2023ConsumeractionsaftergoodexperienceinJapan2024Shareofrespondents20%0%10%30%40%50%60%Toldfriendsorfamilydirectly31%SentfeedbackdirectlytocompanyPostedonthirdpartysite10%9%PostedonsocialmediaDidnottellanyone6%57%12Description:Japaneseconsumerswereunlikelytosharegoodexperiencestheyhadwithaproductorservice,accordingtoasurveyconductedin2023.While57percentofrespondentsdidnottellanyoneaboutsatisfyingexperienceswithacompany,familyandfriendswerethemostlikelytohearaboutthefeedback.ReadmoreNote(s):Japan;Q32023;1,200respondents;18yearsandolderSource(s):QualtricsFormsofconsumerfeedbackafterhavingabadexperienceinJapanasofthe3rdquarterof2023ConsumeractionsafterbadexperienceinJapan2024Shareofrespondents20%0%10%9%30%40%50%60%Toldfriendsorfamilydirectly33%SentfeedbackdirectlytocompanyPostedonthirdpartysitePostedonsocialmediaDidnottellanyone6%5%55%13Description:Japaneseconsumerswereunlikelytosharepoorexperiencestheyhadwithaproductorservice,accordingtoasurveyconductedin2023.While55percentofrespondentsdidnottellanyoneaboutdissatisfyingexperienceswithacompany,familyandfriendswerethemostlikelytohearaboutthefeedbackamongthosewhotendedtoshareit.ReadmoreNote(s):Japan;Q32023;1,200respondents;18yearsandolderSource(s):QualtricsCHAPTER

03CustomerserviceLeadingindustriesinwhichcustomersupportisimportantinJapanasofSeptember2023LeadingindustriesinwhichcustomersupportisimportantJapan2023Shareofrespondents0%

10%20%30%40%50%60%70%70.9%80%Finance(cards,banks,insurance,securities)Telecommunications(carriers,internetproviders)Onlineshopsandservices46.6%26.8%Subscriptionservices17.9%Infrastructure(servicespproviderscanbechosen,suchaselectricityorgas)Travelservices(agencies,airlines,accommodations,etc.)Humanresourcesservices(jobsearchwebsites,etc.)Businesssoftware(BtoBSaaS,etc.)13.2%10.1%4.1%2.5%3.6%Other15Description:AccordingtoanonlinesurveyconductedinJapanin2023,morethan70percentofrespondentsidentifiedthefinanceindustryasanindustrywherecustomersupportisimportant.Approximately47percentofrespondentsstatedthatcustomersupportaffectedthedecisiononwhethertobuyorcontinueusingatelecommunicationservice.ReadmoreNote(s):Japan;September2toSeptember7,2023;750respondents;20-59years;multipleanswerswereallowedSource(s):PRTimes;RightTouchMostcommonconsumerexperienceswithcompanies'frequentlyaskedquestions(FAQ)websitesinJapanasofSeptember2023Consumerexperiencewithcompany'sFAQpagesinJapan2023Shareofrespondents0%5%10%15%20%25%30%35%40%45%44.3%43.5%50%UnabletofinddesiredinformationanddifficulttonavigateCheckedFAQpageafterencounteringanissue,butitremainedunresolvedReadingthetextiscumbersome,becausetheFAQinformationiscomplexPrefernottousetheFAQ,becauseitisinherentlydifficulttouseDonotbothertocheckFAQatall20.3%19.2%15%NorecentdissatisfactionwithFAQ9.5%8%FrequentlyuseFAQasitisuser-friendlyOther0.4%16Description:AccordingtoanonlinesurveyconductedinJapanin2023,poorsitenavigationandthelackofdesiredinformationwasthemostcommonconsumerexperiencewhenvisitingcompanies'frequentlyaskedquestion(FAQ)pages.Closelyrelated,43.5percentofrespondentsreportedcheckingtheFAQsafterencounteringaproblem,buttheissueremainedunresolved.ReadmoreNote(s):Japan;September2toSeptember7,2023;1,000respondents;20-59years;multipleanswersallowedSource(s):PRTimes;RightTouchMostcommonreasonswhyconsumerscallcustomerserviceinJapanasofAugust2023LeadingreasonswhyconsumerscallcustomerserviceinJapan2023Shareofrespondents0%10%20%30%40%50%60%70%Iamunabletosolvetheproblemviathewebsite60.6%IwantedtoquicklysolvetheproblemthroughconversationSupportviaphonewastheonlyavailableoptionIhadaspecificquestionthatIwantedtodiscuss32.5%24%18.3%Others1.5%17Description:AccordingtoasurveythatwasconductedinAugust2023inJapan,over60percentoftherespondentsstatedthattheycalledcustomerservicewhentheycouldnotfindasolutionafterlookingitupontheinternet.Additionally,32.5percentoftherespondentsstatedthattheywantedtosolvetheproblemquicklythroughaconversation.ReadmoreNote(s):Japan;August28to29,2023;1,053respondents;20yearsandolder;multipleanswerswereallowedSource(s):NTTComOnlineMarketingSolutionsCorporation;NTTComResearchMostusedmethodtocontactcustomersupportservicesinJapanasofDecember2023MainmethodofcontactingcustomersupportinJapan2023Shareofrespondents0%5%10%15%20%25%30%35%40%45%Telephone41%ChatChatbot18.6%15%EmailandcontactformsFAQ13%8.5%CommunitysiteOthers1.9%1.9%18Description:ContactbyphonewastheleadingmethodtoreachouttocustomersupportservicesinJapan,asrevealedinasurveyconductedinDecember2023.Around41percentofrespondentsstatedthattheirmainchannelforcontactingcustomerserviceswasbyphone,withcontactformscommonlyfoundonacompany'shomepagesfollowinginsecondplace.ReadmoreNote(s):Japan;December21to27,2023;2,086*;10-69years;onlyoneanswerallowed;figuresarethecontactmethodchosenfirst;*Respondentswhohavemadeuseofcustomerservice.

ReadmoreSource(s):CotraOpiniononhowfastcustomerserviceshouldrespondtocustomersinJapanasofDecember2022OpiniononhowfastcustomerservicesshouldrespondJapan2022Morethanaweek1%Aweek3%Twotothreedays15%Immediately15%Intenminutes15%Aday15%Inthirtyminutes11%Halfaday10%Twotothreehours5%Anhour10%19Description:AccordingtoasurveyconductedinDecember2022inJapan,15percentoftherespondentsstatedthattheyexpectedanimmediateresponsefromcustomerservices.51percentoftherespondingbusinesspeopleconsideredareplywithinanhourtheoptimalresponsetimetocustomerinquiries.ReadmoreNote(s):Japan;December9to11,2022;12,000respondents;20-59years;businesspersonswhohavemadeinquiriesSource(s):PRTimes;TayoriCHAPTER

04SatisfactionindexShareofconsumerssatisfiedwiththeirmostrecentcustomerexperienceinJapanasofthe3rdquarter2023,byindustrySatisfactionratewithrecentcustomerexperienceinJapanQ32023,byindustryShareofrespondents0%10%20%30%40%50%60%70%StreamingmediaHotel66%64%63%62%61%60%AutodealerOnlineretailerAirlineDepartmentstoreSupermarket57%57%56%55%55%PropertyinsurerParceldeliveryHealthinsurerHospital/medicalclinicFastfoodrestaurantCreditcardprovider50%50%21Description:Streamingmediawastheindustrywithwhichconsumersweremostsatisfied,asrevealedinasurveyconductedinthethirdquarterof2023inJapan.Around66percentofrespondentsstatedtheyweresatisfiedwiththecustomerexperienceprovidedbythestreamingmediacompanies,withwhichtheyhavemostrecentlyinteracted.Thehotelindustryhadthehighestsatisfactionrateamongindustrieswithfrequentcustomercontactatthefrontend.ReadmoreNote(s):Japan;Q32023;1,200respondents;18yearsandolderSource(s):QualtricsLeadingonlineretailersbasedonsatisfactionscoreofcustomersupportservicesinJapanasofAugust2023CustomersupportsatisfactionscoreofmajoronlineretailersinJapan2023Satisfactionscoreoutof1,000points300

4000100200500600700800YdShopping743704689681AmazonauPayMarketBRakutenIchibaYahoo!ShoppingQoo1068067966765822Description:ThecustomersupportservicesofYodobashi'sonlineplatformshowedthehighestcustomersatisfactionamonggenerale-commercewebsitesinJapan,asrevealedinasurveyconductedinAugust2023.ThesupportservicesoftheJapaneseelectronicmassretailerreceived743pointsona1,000-pointscale,whileitsrivalBfelltothefifthplacewith680points.ReadmoreNote(s):Japan;August2023;2,300respondents;20-74years;respondentswhohaveencounteredtroublesduringonlineshoppinginthepastyearandmadeuseofcustomersupportservicesSource(s):J.D.PowerLeadingdepartmentstoresbasedoncustomersatisfactionindexinJapanasofMay2023CustomersatisfactionscoreofmajordepartmentstoresinJapan2023Customersatisfactionindex30

40010205060708090HankyuDepartmentStoreMitsukoshi78.475.6Takashimaya7523Description:HankyuDepartmentStoreswasthedepartmentstorebrandshowingthehighestcustomersatisfactioninJapanasrevealedinasurveyconductedinMay2023.ThedepartmentstorechainoperatingprimarilyinWesternJapanreceivedacustomersatisfactionindexscoreof78.4points.ReadmoreNote(s):Japan;May17to25,2023;23,185*;threeleadingbrands;*Thesurveywasconductedamong23,185respondentsfor72businessesandbrandsacrossninemajorretailsegments.

ReadmoreSource(s):JapanProductivityCenter(JPC)LeadingdrugstoresbasedoncustomersatisfactionindexinJapanasofMay2023CustomersatisfactionscoreofmajordrugstoresinJapan2023Customersatisfactionindex30

40010205060708090DiscountDrugCosmosSundrug76.573.4TsuruhaDrug70.670.5Matsumotokiyoshi24Description:DiscountDrugCosmoswasthedrugstorebrandshowingthehighestcustomersatisfactioninJapanasrevealedinasurveyconductedinMay2023.OperatedbyCosmosPharmaceuticalCorporation,thedrugstorechainreceivedacustomersatisfactionindexscoreof76.5points.ReadmoreNote(s):Japan;May17to25,2023;23,185*;fourleadingbrands;*Thesurveywasconductedamong23,185respondentsfor72businessesandbrandsacrossninemajorretailsegments.

ReadmoreSource(s):JapanProductivityCenter(JPC)LeadingsupermarketsbasedoncustomersatisfactionindexinJapanasofMay2023CustomersatisfactionscoreofmajorsupermarketsinJapan2023Customersatisfactionindex40

50010203060708090OKGyomuSuperAEON76.569.869.7DonQuijote6825Description:OKwasthesupermarketbrandshowingthehighestcustomersatisfactioninJapanasrevealedinasurveyconductedinMay2023.ThediscountstoreisoperatedbyOKCorporationprimarilyintheKantoregionandOsakaPrefectureandreceivedacustomersatisfactionindexscoreof76.5points.ReadmoreNote(s):Japan;May17to25,2023;23,185*;fourleadingbrands;*Thesurveywasconductedamong23,185respondentsfor72businessesandbrandsacrossninemajorretailsegments.

ReadmoreSource(s):JapanProductivityCenter(JPC)LeadingconveniencestoresbasedoncustomersatisfactionindexinJapanasofMay2023CustomersatisfactionscoreofmajorconveniencestoresinJapan2023Customersatisfactionindex30

400102050607080SeicomartDailyYamazakiLawson74.668.868.226Description:SeicomartwastheconveniencestorebrandshowingthehighestcustomersatisfactioninJapanasrevealedinasurveyconductedinMay2023.TheconveniencestorechainoperatingmainlyinHokkaidoPrefecturereceivedacustomersatisfactionindexscoreof74.6points,relegatingDailyYamazakitothesecondplace.ReadmoreNote(s):Japan;May17to25,2023;23,185*;threeleadingbrands;*Thesurveywasconductedamong23,185respondentsfor72businessesandbrandsacrossninemajorretailsegments.

ReadmoreSource(s):JapanProductivityCenter(JPC)CHAPTER

05LoyaltymarketingMostrecommendedindustriesamongconsumersbasedonrecentcustomerexperienceinJapanasofthe3rdquarter2023MostrecommendedindustriesamongconsumersinJapanQ32023Shareofrespondents0%10%20%30%40%50%60%70%AirlineHotel62%58%Autodealer53%StreamingmediaDepartmentstoreParceldelivery46%45%45%PropertyinsurerFastfoodrestaurantOnlineretailer41%40%40%40%SupermarketHealthinsurerHospital/medicalclinicCreditcardprovider39%38%35%28Description:Over60percentofconsumersinJapanwouldrecommendthebusinessesintheairlineindustrythattheyinteractedwithrecently,accordingtoasurveyconductedinthethirdquarterof2023.Hotelbusinessesfollowedinsecondplace,with58percentofrespondentsbeingsatisfiedwiththerecentcustomerexperiencetothepointofrecommendingittofriendsandfamily.ReadmoreNote(s):Japan;Q32023;1,200respondents;18yearsandolderSource(s):QualtricsShareofconsumersintendingtomakefuturepurchasesbasedonmostrecentcustomerexperienceinJapanasofthe3rdquarter2023,byindustryCustomerrepurchaseintentioninJapanQ32023,byindustryShareofrespondents0%10%20%30%40%50%60%70%AirlineHotel60%59%Onlineretailer53%StreamingmediaParceldeliveryDepartmentstoreSupermarket47%47%46%46%FastfoodrestaurantAutodealer42%40%CreditcardproviderMobilephoneproviderInternetserviceproviderHospital/medicalclinic37%34%31%31%29Description:TheairlineindustryshowedthehighestrepurchaseintentionamongconsumersinJapan,asrevealedinasurveyconductedinthethirdquarterof2023.Basedontheirrecentcustomerexperiencewithairlines,60percentofrespondentsweresatisfiedtoanextentthattheywouldpurchasemorefromtherespectivebusinessesinthefuture.Relatedtothetravelsectoraswell,hotelsfollowedinsecondplacewith59percentofrespondents.

ReadmoreNote(s):Japan;Q32023;1,200respondents;18yearsandolderSource(s):QualtricsValueoftheloyaltyprogrammarketinJapanfromfiscalyear2014to2022withforecastsuntil2027(intrillionJapaneseyen)LoyaltyprogrammarketsizeinJapanFY2014-20274.03.53.43.132.963.02.792.632.482.52.01.51.00.50.02.12.072.011.891.81.711.441.372014201520162017201820192020202120222023*2024**2025**2026**2027**30Description:Infiscalyear2022,theloyaltyprogrammarketinJapanwasvaluedat2.5trillionJapaneseyen,continuingtheupwardtrendsincefiscal2014.RewardpointsystemsareacommonserviceinJapanofferednotonlybymajorcompanieslikeSoftbank,DocomoandRakuten,butalsobygroceryretailerslikeLawsonandFamilyMarttorewardtheircustomersforpurchasingproductsattheirstores.ReadmoreNote(s):Japan;fiscalyear2014to2022;theJapanesefiscalyearstartsonApril1ofthestatedyearandendsonMarch31ofthefollowingyear;themarketsizeisbasedonthetotalamountofrewardpointsissued;*Projection.**Forecast.Research[...]

ReadmoreSource(s):YanoResearchYear-on-yearchangeoftheloyaltyprogrammarketsizeinJapanfromfiscalyear2014to2021withforecastsuntil2026AnnualgrowthoftheloyaltyprogrammarketsizeinJapanFY2014-20269.5%8.5%7.5%6.5%5.5%4.5%3.5%2.5%1.5%0.5%9%6%5.5%5.3%5.2%5%4.5%4.1%4.1%4%3.1%20202.5%1.5%20212014201520162017201820192022*2023**2024**2025**2026**31Description:Infiscalyear2021,theloyaltyprogrammarketinJapancontinueditsupwardtrend,withanannualgrowthof1.5percentcomparedtothepreviousfiscalyear.Thatyear,thevalueofissuedrewardpointsforloyaltyprogramsinJapanexceededtwotrillionJapaneseyen.ReadmoreNote(s):Japan;fiscalyear2014to2021;theJapanesefiscalyearstartsonApril1ofthestatedyearandendsonMarch31ofthefollowingyear;themarketsizeisbasedonthetotalamountofrewardpointsissued;*Projection.**Forecast.Research[...]

ReadmoreSource(s):YanoResearchLeadingloyaltyrewardpointprogramsinJapanasofJanuary2024MostpopularloyaltyprogramsinJapan2024Shareofrespondents0%10%20%30%40%50%60%59.3%70%RakutenPointT-Point48.3%PontaPointdPoint40.5%38.9%38.1%PayPayPointWAONPointLINEPointnanacoPointVPoint24.9%20.1%16.9%10.3%9.2%JREPoint32Description:ThemostpopularloyaltyprogramamongJapaneseconsumerswasRakutenPoint,asrevealedinasurveyconductedinJanuary2024.T-Point,aloyaltyprogramheadedbytheJapanesevideorentalshopandbookstoreTsutaya,followedinsecondplace,witharound48percentofrespondentsstatingtobeusersoftheloyaltypointprograms.ReadmoreNote(s):Japan;January19to22,2024;25,000respondents;18-69yearsSource(s):MMDLabo;MynaviCHAPTER

06ConsumertroublesNumberofconsumeraffairconsultationcasesrelatedtodailyconsumptiontopicsinJapanfromfiscalyear2013to2022(in1,000s)NumberofconsumeraffairconsultationsinJapanFY2013-20221,200996.821,0008006004002000946.24941.57939.65942.62925.84929.99890.73895.61847.87201320142015201620172018201920202021202234Description:Inthefiscalyear2022,thenumberofconsumeraffairsconsultationsrelatedtodailyconsumptiontopicsinJapanamountedtocloseto900thousandcases.Thenumberofcasesreachedadecade-highinfiscal2018,reachingalmostonemillionconsultations.ReadmoreNote(s):Japan;fiscalyears2013to2022;theJapanesefiscalyearstartsonApril1ofeachstatedyearandendsonMarch31ofthefollowingyearSource(s):NCACDistributionofconsumeraffairconsultationcasesrelatedtoconsumptionhabitsinJapaninfiscalyear2022,byageofclientConsumeraffairconsultationsdistributioninJapanFY2022,byclient'sage25%23%20%15.8%14.4%15%12.8%12.6%9.6%9.3%10%5%2.5%0%Below20years20to29years30to39years40to49years50to59years60to69years

70yearsandolder

Noanswer(noinput)35Description:Inthefiscalyear2022,consumersaged70yearsandolderaccountedforthelargestshareofclientscontactingtheNationalConsumersAffairsCenterinJa