TOKYO: 30 October 2013 — The gap in satisfaction scores between the highest- and lowest-performing mobile phone providers in Japan narrows considerably in 2013, according to the J.D. Power Asia Pacific 2013 Japan Mobile Phone Service Satisfaction StudySM released today.
The study, now in its 15th year, examines customer satisfaction with their mobile phone service provider across six factors (listed in order of importance): services offered1 (31%); network quality (21%); cost (20%); handset (14%); after-sales service (8%); and dealer/ retailer experience (5%). Overall satisfaction is based on a 1,000-point scale.
Among providers ranked in the study, au ranks highest in overall satisfaction for a second consecutive year.
Although the satisfaction gap between the highest- and lowest-ranked providers remains wider in network quality than in the other factors, the gap has decreased sharply from 2012.
Users of VoIP application voice communication services experience problems at rates approximately three to six times higher than those who use provider services.
The gap in overall satisfaction between the highest- and lowest-ranked providers has narrowed to seven index points in 2013 from 33 points in 2012. At the factor level, the gap between the highest- and lowest-performing providers remains widest in network quality again this year (58-point gap in 2013 vs. 119-point gap in 2012).
VoIP users experience high rate of problems
The proportion of smartphone users in Japan has increased to 43 percent from 30 percent in 2012. The usage rates for mail—messages, charts, stamps, etc.—and voice communication services among customers using LINE, Skype and other VoIP applications are 67 percent and 51 percent, respectively.
The study finds that users of VoIP application voice communication services experience such problems as voice break-up or interruption at rates three to six times higher than those who use provider services. Although many VoIP voice communication services are free, only 25 percent of users indicate having a strong intention to use VoIP application voice communication services, while 64 percent of users indicate having a strong intention to use mobile phone provider voice communication services.
With a score of 558 points, au ranks highest in overall satisfaction for a second consecutive year and performs particularly well in the services offered and cost factors, on par with 2012. NTT DOCOMO (556 points) ranks second and performs particularly well in network quality and after-sales service, the same as in 2012. Third-ranked SoftBank (551 points) performs particularly well in handset, as in 2012, and in dealer/ retailer experience. (Refer to the JDPower.com Power Circle RatingsTM for the factor scores of each mobile phone service provider: https://japan.jdpower.com/ratings/.)
The 2013 Japan Mobile Phone Service Satisfaction Study is based on a total of 31,200 responses from individual users of mobile phones in 10 regions of Japan (Hokkaido, Tohoku, Hokuriku, Kanto, Tokai, Kansai, Chugoku, Shikoku, Kyushu and Okinawa). This survey was conducted by Internet in July 2013.
About J.D. Power Asia Pacific
cJ.D. Power Asia Pacific has offices in Tokyo, Singapore, Beijing, Shanghai and Bangkok that conduct customer satisfaction research and provide consulting services in the automotive, information technology and finance industries. Together, the five offices bring the language of customer satisfaction to consumers and businesses in China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand. Information regarding J.D. Power Asia Pacific and its products can be accessed through the Internet at japan.jdpower.com. Media e-mail contact: [email protected]
About J.D. Power
J.D. Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., J.D. Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power is a business unit of McGraw Hill Financial.
About McGraw Hill Financial
McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company's iconic brands include: Standard & Poor's Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com.
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