Japan: customer support satisfaction score of online retailers 2023

The customer support services of Yodobashi's online platform showed the highest customer satisfaction among general e-commerce websites in Japan, as revealed in a survey conducted in August 2023. The support services of the Japanese electronic mass retailer received 743 points on a 1,000-point scale, while its rival Bigcamera.com fell to the fifth place with 680 points.

Leading online retailers based on satisfaction score of customer support services in Japan as of August 2023

Characteristic	Satisfaction score out of 1,000 points
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Release date

October 2023

More information

Region

Japan

Survey time period

August 2023

Number of respondents

2,300 respondents

Age group

20-74 years

Special properties

respondents who have encountered troubles during online shopping in the past year and made use of customer support services

Method of interview

Online survey

Supplementary notes

Scores are based on the respondents' evaluation on a 1,000-point scale in four different categories regarding their satisfaction with the customer support services. 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%).

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