Consumer experience with company's FAQ pages in Japan 2023

Published by C. Diep, Apr 4, 2024

According to an online survey conducted in Japan in 2023, poor site navigation and the lack of desired information was the most common consumer experience when visiting companies' frequently asked question (FAQ) pages. Closely related, 43.5 percent of respondents reported checking the FAQs after encountering a problem, but the issue remained unresolved.

Most common consumer experiences with companies' frequently asked questions (FAQ) websites in Japan as of September 2023

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Release date

November 2023

Region

Japan

Survey time period

September 2 to September 7, 2023

Number of respondents

1,000 respondents

Age group

20-59 years

Special properties

multiple answers allowed

Method of interview

Online survey

Supplementary notes

Original question: “What is your experience of using FAQ sites of companies?”

Respondents were people living in Tokyo, Kanagawa, Saitama, Chiba, Osaka, Aichi and Fukuoka Prefecture, who have made use of customer inquiry methods between January and September 2023.

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