What are the characteristics of purchasing stores that survive in the fiercely competitive area of ​​Tokyo?

What are the characteristics of purchasing stores that survive in the fiercely competitive area of ​​Tokyo? ​
MS&Consulting Co., Ltd. Press release: November 12, 2024 What are the characteristics of purchasing stores that survive in the fiercely competitive area of ​​Tokyo?
MS&Consulting Co., Ltd. (Headquarters: Chuo-ku, Tokyo, President and CEO: Hidetoshi Tsuji, hereinafter referred to as the “Company”), which operates Japan’s largest undercover investigation monitoring site “Mystery Shopping Research”*1, We conducted a “survey on customer service at brand purchasing companies.” We would like to publish some of the results of a survey of 15 companies in the reuse industry (15 surveys)*2. *1: As of the end of February 2024, compared with the published value of listed company investigators conducting undercover investigations in Japan *2: 15 companies (trade names) surveyed this time Komehyo Co., Ltd. (Komehyo), Ifran Co., Ltd. (Otakaraya), Empower Co., Ltd. (Kaitori Daikichi), Daikokuya Co., Ltd. (Daikokuya), Values ​​Japan Co., Ltd. (Nanboya), Co., Ltd. K-Brand Off (Brand Off), Eco Ring Co., Ltd. (Eco Ring), De Fact Standard Co., Ltd. (Brandia), REGATE Co., Ltd. (Fuku-chan), MTC Co., Ltd. (Sales Navi), Best Buy Co., Ltd. (Kingram) , Musubi Co., Ltd. (Purchase Musubi), Crane Co., Ltd. (Jewel Cafe), Four Nine Co., Ltd. (WAKABA), Ginzaya Co., Ltd. (Ginzaya) In no particular order Survey period: October 2024 Investigation method: Undercover investigation by Mystery Shopping Research members Survey target: 15 companies in the reuse industry (selected by us mainly in major areas of Tokyo such as Ginza and Ueno) ■Customer service attitude at the time of purchase appraisal makes a difference of 4 times the repeat rate.
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Comments from customers who felt “satisfactory customer service” during purchase appraisal ・The staff are When asked about the difference in value between brands and bullion, he gave us some helpful information such as “Cartier triple rings are popular, so the appraised value for the brand will be higher.” Also, in the case of clothes, you can find out the approximate price by appraising it on LINE, etc. He also told me about other products, so I decided to try them out. Comments from customers when they felt “unfortunate customer service” at the time of purchase appraisal ・I asked the staff, “Gold prices are rising, but will platinum prices also rise in the future?” The staff member answered, “Platinum doesn’t change much, so I don’t think it will change.” I didn’t feel like I wanted to consult them much because they didn’t provide any particularly helpful information. ■ “I want to come back to buy again.” What is the customer service at the purchasing store? The size of the reuse market is expected to grow to 3,122.7 billion yen in 2023 and 4 trillion yen in 2030, driven by rising consumer needs due to rising prices and inbound demand from tourists visiting Japan.*3 . As the number of purchasing stores increases, in order to survive especially in the fiercely competitive Tokyo area, “Not only do we tell customers the appraised price, but we also clearly tell them the reason for the appraisal, and are they satisfied?” and “Provide information other than the products they bring in.” Providing information that customers may not know about is key to making them want to come back to sell again (intention to come back to the store) That seems to be the case. [Survey report] Customer service points required of purchasing stores now You can see tips for surviving in the reuse industry, such as “Customer service points that appraisers tend to overlook” and “Comparison of companies by category.” Click here for all data from this survey (↓)
https://req.msandc.co.jp/form/reuseshop About mystery shopping research Mystery Shopping Research is the No. 1*4 customer
satisfaction survey in the undercover survey industry that evaluates the quality of a store’s products and services from the “customer’s perspective.” From a panel of 570,000 general consumer monitors nationwide*5, it is possible to request a survey from monitors that match each store’s main target demographic. As a service that accelerates the improvement of customer experience and CX for customers visiting stores, it has been selected by executives and store managers of more than 1,000 companies, regardless of industry or type of business, such as retail, restaurants, and shopping centers. *4: As of the end of February 2024, compared with the published value of listed company investigators conducting undercover investigations in Japan, *5: As of the end of February 2024
https://www.msandc.co.jp/msr MS&Consulting Co., Ltd. Company Profile MS&Consulting Co., Ltd. provides management consulting with the aim of increasing the quality and added value of services by improving customer satisfaction and employee engagement. As a service, we provide various services such as employee engagement survey “tenpoket Team Questionnaire” and consulting/training. Representative Director and President Hidetoshi Tsuji https://www.msandc.co.jp/