What's New Summary

2013 Second JCSI Report(August 28, 2013)

The Service Productivity & Innovation for Growth (SPRING. Principal Member, Mr. Naoyuki Akikusa, Advisor of Fujitsu Ltd.) announced the second survey of Japanese Customer Satisfaction Index (JCSI) for the fiscal year 2013 covering 72 companies in 5 industries. This time, the survey covered new industries such as Internet Services (social networks, search engines, contents providers,) and service stations.

The companies/brand that recorded highest JCSI scores in each industries are :
Cookpad (Internet services)
Mobil (Service stations)
Subaru (Auto)
Orbis (Online retail)
Fuji Xerox (Copy/Printing machines)

This survey is one of the largest of its kind in Japan and gathers the answers from over 120,000 consumers. It enables cross-sectoral comparison and analysis and can verify the structure of customer satisfaction and positioning utilizing 6 parameters. This year, the results will be announced 5 times a year (as compared to 4 times a year before) and will cover about 400 companies and brands in 33 industries. This survey aims to promote "cross-sectoral competition based on evaluation by customers" so that management that stress high-value added and customer satisfaction will spread nationwide and result in increased growth and competitiveness of Japanese companies. This survey is conducted since fiscal year 2009.