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Home » Time Leap Co., Ltd. What is the most memorable customer service? Remote customer service “RURA” conducted a survey of 500 people nationwide regarding hotel customer service

Time Leap Co., Ltd. What is the most memorable customer service? Remote customer service “RURA” conducted a survey of 500 people nationwide regarding hotel customer service

Time Leap Co., Ltd.
What is the most memorable customer service experience? Remote customer service “RURA” conducted a survey of 500 people nationwide regarding hotel customer service
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Time Leap Co., Ltd. (Headquarters: Chiyoda-ku, Tokyo, Representative Director: Ryosuke Mochizuki, hereinafter referred to as “Time Leap”), which develops and provides remote customer service “RURA”, is a company that develops and provides remote customer service “RURA”. We conducted a survey of 500 men and women aged 69 and asked them to tell us about their most memorable experiences with customer service at a hotel.
[Image 1: https://prtimes.jp/i/59684/61/resize/d59684-61-ae32a2c1eb6780cebe60-1.png&s3=59684-61-babf36222db39df9b5d78452269e308c-1200×630.png ]
Background of the survey
According to a study by Persol Research Institute, Japan will face a labor shortage of 6.44 million people in 2030 (*1). In order to overcome this issue, various efforts are being made to make the company viable with fewer workers by utilizing technology and reviewing operations. In addition to self-service payment and check-in and unmanned storefronts, the use of remote customer service is also becoming more widespread as a way to resolve this labor shortage. At RURA, our remote customer service, we are constantly improving our services with the aim of creating a memorable customer service experience. Currently, there is a tendency to focus on efficiency amid labor shortages, but we decided to conduct a survey on “memorable customer service” and reconfirm the value and experience that customer service can provide. This time, we conducted a survey targeting the business hotel industry, where the labor shortage is particularly serious and DX is progressing.
*1: Persol Research Institute/Chuo University “Labor Market Future Estimates 2030” https://rc.persol-group.co.jp/roudou2030/
About the survey
▼Survey overview
Survey title: [For people who have stayed at a business hotel within the past six months] Questionnaire survey regarding hotel customer service
Survey implementation date: May 8th to June 26th, 2024
Survey target: 516 men and women aged 20 to 69 who stayed at a business hotel within the past six months
Survey method: Internet survey using “Nobishiro” provided by Novacell Co., Ltd. / Internet survey using Google Form
Area: Nationwide
*Some texts have been formatted to make them easier to read. In this press release, we would like to introduce some of the “memorable customer service stories” that we have collected from everyone.
Q: When you stayed at a business hotel, could you please tell us about a memorable experience of customer service, such as when you thanked the staff or when you thought the customer service was good? ■Words from the staff that left a lasting impression on me
[Table 8: https://prtimes.jp/data/corp/59684/table/61_1_9937f0c26f9df4171f3c3286b12ff1c4.jpg] ■Smiling response
[Table 9: https://prtimes.jp/data/corp/59684/table/61_2_c0cf315fcb0a18d7d1090ccb58f4f83c.jpg] ■Response to lost items
[Table 10: https://prtimes.jp/data/corp/59684/table/61_3_e6a187c5259ffa3b2461bb265b1e99c5.jpg] ■Polite and pleasant customer service
[Table 11: https://prtimes.jp/data/corp/59684/table/61_4_76a4e8b36aecd124c3cf4bc2bd41ecea.jpg ]
■Attentive customer service
[Table 12: https://prtimes.jp/data/corp/59684/table/61_5_e58eaef896a90b86ea32aecbc9d376c2.jpg] We have selected some excerpts from the many responses regarding memorable customer service. Specific examples of business hotels include Toyoko Inn, APA Hotel, Route Inn, Dormy Inn, and JR East Hotel Mets. When you think of a business hotel, some people may imagine that they emphasize convenience and efficiency, but as shown above, you can see that they bring smiles to many customers’ faces with their hospitality.
Q: Even outside of business hotels such as inns and resort hotels, please tell us about a memorable customer service experience, such as a time when you thanked the staff or thought the customer service was good.
[Table 13: https://prtimes.jp/data/corp/59684/table/61_6_f7fa520157a695debf8a116c0288d711.jpg] Q: Please tell us about a memorable customer service episode when you stayed overseas, such as when you thanked the staff or when you thought the customer service was good.
[Table 14: https://prtimes.jp/data/corp/59684/table/61_7_0df4f6218da46eff5555c4b17d029f51.jpg] summary
This time, we conducted a survey of 500 men and women from all over the country who have stayed at business hotels within the past six months to find out the actual state of hotel customer service. We received many stories about memorable customer service, which made us realize once again the importance of hospitality.
We provide remote customer service as a tool to resolve the labor shortage, but we will continue to improve our services without forgetting the importance of the value and experience that we can provide through customer service.
What is RURA?
[Image 2: https://prtimes.jp/i/59684/61/resize/d59684-61-a6692741acacddbb6ab3-0.jpg&s3=59684-61-4734818547fb10d8b0e8db36df414162-3092×1808.jpg] This is a service that allows you to service customers at your store from a remote location via the Internet. You can choose whether the staff will interact with customers face-to-face or through an avatar, which will be displayed on the screen. A major advantage is that we can serve customers at multiple locations with a small number of people, and in some cases, three people are handling reception at approximately 30 stores.
By performing part of customer service from a remote location such as home, it is possible to not only prevent the spread of the new coronavirus, but also to improve the efficiency of store operations and realize new ways of working in the customer service industry. ・Details of “RURA”: https://timeleap-rura.com/
About Time Leap Co., Ltd.
Time Leap Co., Ltd. has a vision of “creating a world where people can spend their time doing the things that matter most,” and provides “RURA,” a remote customer service service that allows customers to interact with customers in stores over the Internet. By centralizing some of the customer service tasks remotely, it is possible to not only prevent the spread of the new coronavirus, but also improve the efficiency of store operations and realize new ways of working in the customer service industry.
【Company Profile】
Company name: Time Leap Co., Ltd.
Established: June 3, 2019
Capital: 540.9 million yen (including capital reserves)
Location: 3F Iron Building, 1-9-1 Iwamotocho, Chiyoda-ku, Tokyo Business content: Development and provision of remote customer service “RURA” Website: https://timeleap.co.jp/
More details about this release:
https://prtimes.jp/main/html/rd/p/000000061.000059684.html