Japan: leading online banking services by customer satisfaction 2021

In a survey conducted in Japan between January and February 2021, the online banking service of AEON Bank ranked first with a customer satisfaction score of 71.1. It was followed by MUFG Bank with a score of 70.1.

Leading online banking services in Japan in 2021, by customer satisfaction score

Characteristic	Customer satisfaction score
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Release date

June 2021

More information

Region

Japan

Survey time period

January 25 to February 15, 2021

Number of respondents

7,375 respondents

Age group

18 to 79 years

Special properties

among consumers who log in to online banking services at least once a month; excluding high school students

Supplementary notes

Definition: online banking services provided by banks registered with the Financial Services Agency (services such as deposit balance inquiry, account activity inquiry, bank transfers, etc., provided via the internet). Excluding the online banking services of direct banks, shinkin banks, credit cooperatives and labor credit associations.
Improper responses, outliers, and responses of those who do not meet the conditions for survey objects were eliminated from the collected data.

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