Japan Mobile Phone Service Satisfaction Study

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The Japan Mobile Phone Service Study is a study targeting individual mobile phone users from all ten regions of Japan (Hokkaido, Tohoku, Hokuriku, Kanto, Tokai, Kansai, Chugoku, Shikoku, Kyushu, Okinawa), and investigating their level of satisfaction with their mobile phone services.

Characteristics of the Study

In measuring customer satisfaction, the six factors of “services offered*”, “network quality”, “cost”, “handset”, “after-sales service” and “dealer/retailer experience” were established for the study after which the overall satisfaction score was computed on the basis of how much each factor influenced overall satisfaction (on a 1,000 point scale).

*Services offered: Services offered by the mobile phone company to all types of handsets (such as points for usage, compensation in case of damage or theft, services such as the Earthquake Early Warning, information on the company homepage and public wireless LAN services).

Additionally, the actual state of a wide range of topics other than level of satisfaction such as mobile phone utilisation were inquired 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.