Japan: leading direct banks by customer satisfaction 2021

According to a survey conducted in Japan between January and February 2021, SBI Sumishin Net Bank was the leading direct bank with a customer satisfaction score of 72.3. Sony Bank followed with a score of 71.9.

Leading direct banks 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

2,395 respondents

Age group

18 to 79 years

Special properties

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

Supplementary notes

*Former Japan Net Bank that was renamed in April 2021.

Definition: a bank classified by the Financial Services Agency as "new type of bank" that does not have branch offices but only an operational base and that primarily provides banking services via the internet, telephone, or other communication devices.
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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