The Japan Network Service Satisfaction Study investigates the level of satisfaction with fixed system network services such as IP-VPN and wide area ethernet/internet connection.
This study measures the satisfaction of the markets of large businesses with over 1000 employees and small and medium businesses with employees numbering between 50 and 1000.
Characteristics of the Study
In measuring customer satisfaction, the 4 factors of “service contents/quality”, “troubleshooting”, “sales and introduction” and “cost” 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).
Additionally, the actual state of a wide range of topics other than level of satisfaction such as the reason for the choice, customer specific characteristics and needs in the future. For that sake, you can use this as information for a marketing strategy for maintaining and acquiring customers now and into the future.