Japan: impact of after-sales-service on spending amount 2022

The quality of after-sales service impacted the spending behavior of the majority of consumers in Japan, as revealed in a survey conducted in May 2022. Around 52 percent of respondents agreed that they would not mind paying more for services and products if the after-sales customer support was satisfactory. In contrast, about 22 percent stated that the quality of the post-purchase customer service did not influence their spending behavior.

Impact of after-sales customer support quality on willingness to spend more money on products and services in Japan as of May 2022

Characteristic	Share of respondents
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Release date

September 2022

More information

Region

Japan

Survey time period

May 24 to 30, 2022

Number of respondents

1,613*

Age group

20 years and older

Special properties

only one answer allowed

Method of interview

Online survey

Supplementary notes

*Respondents who have contacted a company or written a review about a product or service.
Original question: "Would you agree that, when choosing products or services, you would not mind if the price is a little higher if good customer support after purchase (after-sales service, support after purchase) is available."

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