Japan: satisfaction with customer support types in mail-order retail 2022

Chat support via operators showed the highest customer satisfaction in mail-order retail in Japan, as revealed in a survey conducted among consumers encountering trouble during mail-orders in August 2022. Chat operators received 716 points on a 1,000-point scale, making it the customer support service with the highest satisfaction score, followed by call centers.

Satisfaction score of major customer support methods in mail-order retail in Japan as of August 2022

Characteristic	Satisfaction score out of 1,000 points
-	-
-	-
-	-
-	-
-	-

Download

Source

Show detailed source information?

Already a member?

Source

Use Ask Statista Research Service

Release date

October 2022

More information

Region

Japan

Survey time period

August 2022

Number of respondents

5,100 respondents

Age group

20-74 years

Special properties

respondents who have encountered troubles during mail-order purchases in the past year and made use of customer support services

Method of interview

Online survey

Supplementary notes

Mail-order purchases included e-commerce websites, teleshopping, and catalog shopping.

Scores are based on the respondents' evaluation on a 1,000-point scale in four different categories regarding their satisfaction with each customer support method. Each category had a different impact on the overall satisfaction score and included "ease of use" (28%), "adequacy of information provided and responses to requests" (25%), "politeness of explanation and responses" (24%), and "time needed to solve problems and respond" (22%).

Citation formats