Japan Investor Satisfaction Study
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The Investor Satisfaction Study is a study targeting customers who personally utilize investment services such as investment trusts, foreign currency deposits and stocks , and investigating such things as their level of satisfaction with the financial institution they utilize and the actual state for each type of activity.
This study is divided into five segments based on the form of service: "full-service securities", "self-directed securities", "full-service national banks", "full-service regional banks", and "self-directed banks", and measures the level of satisfaction within each segment.
Characteristics of the Study
In measuring customer satisfaction, the five factors of "interaction", "account offerings provided", "account information", "trading charges and fees", "facility" and "problem resolution" where established for the study and then the overall satisfaction score is computed on the basis of the how much each factor influenced overall satisfaction (on a 1,000 point scale).
Additionally, the actual state of a wide range of topics other than level of satisfaction such as the reception of the person in charge, and service purchasing activity are asked in this study. For that sake, you can use this as information for a marketing strategy for maintaining and acquiring customers now and into the future.