No.1 Brand:
Yamato Transport for 13 consecutive years,
Yodobashi.com for 8 consecutive years
Survey across 8 industries, 79 companies/brands of travel,
domestic long-distance transportation, car dealerships, and more

The second report (survey conducted from August to September) of 2021 JCSI (Japanese Customer Satisfaction Index) -- an initiative in which Nikkei Research Inc. is a promotional partner, has been announced.

JCSI is one of the largest customer satisfaction surveys held in Japan. The second report includes results of 79 leading companies/brands (66 were chosen to be included in the ranking) across 8 industries (car dealerships, mail-order/e-commerce , travel, entertainment, domestic long-distance transportation, courier services, educational services, and gas retailers).

In the courier services category, Yamato Transport dominated others and took the top spot for the 13th consecutive year. However, the number of companies and brands included in the ranking was reduced from the previous 5 to 3; Yamato Transport, Sagawa Express, and Japan Post, this year.

Yodobashi.com ranked as No.1 for the 8th year in a row among 14 companies/brands in the mail-order/e-commerce category (10 marketplace types, 4 own-brand platforms ). Orbis came in 2nd, the top brand as having its own-brand platform. Yodobashi.com increased its score by 1.1 points from the previous survey, while Orbis dropped by 2.2 points, widening the gap between the two.

The car dealerships category reduced the number of companies/brands to cover from 15 to 8, excluding the import car dealers. Lexus stores maintained the top position for the 5th consecutive year, since 2017 when they were first included to be measured. Despite their score dropping by 1.9 points from the previous survey, the gap has widened even further with others.

In the educational services category (5 companies/brands), Yamaha, which offers music schools and other services, ranked 1st for the 6th time in a row. Yamaha increased its score by 1.4 points from the previous survey, and although the 2nd-ranked Gakken Classroom also increased its score, the gap has widened.

In the domestic long-distance transportation category, covering 13 companies/brands (8 domestic airlines, 5 bullet trains), Star Flyer regained the top spot after being overtaken by Skymark Airlines　last year. However, Skymark dropped 3.2 points and Star Flyer dropped 2.7 points. Two Shinkansen lines, Joetsu and Hokkaido, were excluded from the list since last year, while the Tokaido Shinkansen's 5th place was the highest rank among bullet trains.

In the travel category, JALPAK topped the list among 12 companies/brands. In the entertainment category, Takarazuka Revue topped the list among 5 companies/brands. Both were excluded from the previous 2020 ranking due to the small number of respondents rating those two brands . In the 2019 survey, JALPAK had been as No.1 as well, while Shiki Theatre Company was the top in the entertainment category.

In addition, as a special survey focusing on notable industries in the service sector, 6 companies/brands of gas retailers were featured. The gas retailers category has been conducted since 2017. Saibu Gas, which ranked 2nd last year, topped the list for the first time.

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 has been deeply involved in the development of the JCSI since its foundation.

For the detailed ranking of each industry, please refer to the Japan Productivity Center’s (SPRING) press release.
https://www.jpc-net.jp/research/detail/005504.html
(*Available only in Japanese)

As a promoting partner of JCSI, Nikkei Research not only sell reports but also support planning and designing customized surveys based on JCSI.

About Nikkei Research

Established in 1970, Nikkei Research is 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 serves 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/