Top > Press Releases > Back Issues > March 2010 > Results of FY 2009 Japanese Customer Satisfaction Index (JCSI) survey - Excellent companies in 29 service industries identified by 100,000 consumers -

Results of FY 2009 Japanese Customer Satisfaction Index (JCSI) survey
- Excellent companies in 29 service industries identified by 100,000 consumers -

Service Productivity & Innovation for Growth (SPRING) and the Ministry of Economy, Trade and Industry (METI) compiled and announced the results of Japan’s first survey on the Japanese Customer Satisfaction Index (JCSI).

1. What is the JCSI?

SPRING developed the JCSI as a measure by which to compare the degree of customer satisfaction with service quality between different industries, and put it to practical use in FY 2009. The concept behind this index is the recognition of the increasing importance of improving the productivity of service industries, which account for 70% of employment in Japan. SPRING aims to urge service industries, which deal with products whose quality is difficult to compare or evaluate, to undergo a structural change to shift their focus from price-only competition to quality-based competition by visualizing quality through the JCSI.

To allow the multidimensional evaluation of services, the JCSI survey consists of six aspects, including causes and results of customer satisfaction, and calculates indices for them.

SPRING announced the results of the JCSI survey, including the names of companies that received high customer satisfaction scores. (http://www.service-js.jp/cms/show_news.php?id=212) (in Japanese)

2. Summary of the survey results

(1) Among 291 companies surveyed, the following three achieved the highest customer satisfaction scores.
No. 1: Tokyo Disney Resort (No. 1 in the entertainment industry)
No. 2: EC-current (No. 1 in the mail-order industry)
No. 3: Akindo Sushiro (No. 1 in the restaurant industry)

(2) Among 29 industries surveyed, the mail-order industry received the highest customer satisfaction score, followed by the travel industry and the long-term care service industry.

(3) Among the top 50 companies in customer satisfaction scores, 11 were from the mail-order industry, reflecting recent growth in this sector.

Release Date

March 16, 2010

Division in Charge

Service Affairs Policy Division, Commerce and Information Policy Bureau

Related Information

Service Industries Policy