Komeda Coffee Shop Ranks Top in Satisfaction for the First Time in Nine Years
Survey across 7 industries, 79 companies/brands of restaurants, cell phones, banks, and more

The first report of 2021 JCSI (Japanese Customer Satisfaction Index) -- an initiative which Nikkei Research Inc. is a promotional partner, have been announced.

JCSI is one of the largest customer satisfaction surveys held in Japan, measuring 79 leading companies/brands (65 were chosen to be included in the ranking) across 7 industries (restaurants, cafes, cell phones, banks, securities, electricity retailing, and MVNO), for this year.

In the Food & Beverage category (restaurant chains and fast food outlets), where the number of ranked in companies/brands decreased from 24 to 21, Gyoza no Ohsho (hereinafter “Ohsho”) jumped up significantly taking the top spot from 8th in the previous year, along with Saizeriya which was ranked 2nd last year. However, Ohsho’s score increased only 0.9 points and Saizeriya's score dropped from the previous year. Mos Burger rose from 4th to 3rd this year, while Bikkuri Donkey, which was ranked as top last year, fell down to 4th place. In the fast food restaurant category, Ohsho was ranked No.1. We saw a major shift in the rankings due to the new coronavirus disaster, again.

In the Café category, Komeda Coffee Shop, which ranked 2nd in the previous year, took the top spot for the first time in 9 years among the 5 companies/brands surveyed. Komeda Coffee Shop increased its score by 1 point from the previous year. Last year’s top ranked Starbucks came 2nd this year. Both Cafe Veloce and Saint Mark Cafe, which were selected in the previous year's ranking, were not included due to the small number of respondents.

In the Cell Phone category, where 7 companies/brands were surveyed, Y!mobile’s smartphone service defended the No.1 position for 5 consecutive years, although its score dropped 3 points from the previous year.

Sony Bank, which was 2nd in the previous year, took away the top spot for the first time in 3 years since 2018, replacing SBI Sumishin Net Bank, a defender of being as the top for 2 years in a row. This time again, the top rankings were dominated by new-form banks. Saitama Resona Bank topped the list among the 5 megabanks, but its score was more than 10 points behind Sony Bank.

In the Securities category, SBI Securities maintained its top position for 4 years in a row, but its score dropped 4.1 points from the previous year. In this category, the number of companies/brands selected in the ranking decreased from 11 to 7, this year. Mizuho Securities and au kabu.com Securities were excluded from the ranking due to their small number of respondents. 4 online securities companies that were selected to be surveyed, dominated the top ranking. Among the 3 securities companies with face-to-face service, SMBC Nikko Securities was the highest, ranking 5th. Although, its score was more than 6 points behind SBI Securities.

In addition, we held a special survey targeting 2 industries from the service sector that would have great impact. Including the newly added SoftBank Denki, 6 companies/brands were surveyed in the Electricity Retailing category, which has been surveyed since 2016. ENEOS Denki, which ranked 3rd last year, overtook Osaka Gas, which had ranked No.1 for 2 consecutive years, reclaiming back the top spot again since 2016. MVNOs (Mobile Virtual Network Operators; low-cost cell phone service providers) are surveyed since 2018, adding 1 company from the previous year to 5 target companies/brands this year. Internet Initiative Japan's IIJmio took the top spot for the first time, overtaking Optage's mineo, which was defending the top rank for 3 consecutive years.

The JCSI is based on the Customer Satisfaction Index developed at the University of Michigan in the U.S. The index was developed by the Service PRoductivity & INnovation for Growth (SPRING) of the Japan Productivity Center with support from the Japan Ministry of Economy, Trade and Industry. Nikkei Research have been deeply involved in the development of the JCSI since its foundation.

For the ranking of each industry, please refer to the press release of the Japan Productivity Center’s SPRING.
https://www.jpc-net.jp/research/detail/005397.html
(*Available only in Japanese)

As a promoting partner of JCSI, Nikkei Research not only sell reports, but can also plan and design customized surveys based on JCSI.

About Nikkei Research

Established in 1970, Nikkei Research is a global marketing research and consultancy firm headquartered in Tokyo, Japan. As a member of the world’s largest business and economic focused media group --NIKKEI, with FT (Financial Times) also in the alliance, the company serve clients across broad industries upon various topics from branding to internal managerial issues. Overseas locations include the daughter company in Bangkok, Thailand and offices in the United States.
For more information, visit https://www.nikkei-r.co.jp/english/corporate/