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Home » First survey since the start of the new NISA system, overall satisfaction is highest ever in all categories J.D. Power 2024 Personal Asset Management Customer Satisfaction Survey (SM)

First survey since the start of the new NISA system, overall satisfaction is highest ever in all categories J.D. Power 2024 Personal Asset Management Customer Satisfaction Survey (SM)

J.D. Power
First survey since the start of the new NISA system, overall satisfaction is highest ever in all categories [J.D. Power 2024 Personal Asset Management Customer Satisfaction Survey (SM)] ……
J.D. Power Japan Co., Ltd. (Headquarters: Minato-ku, Tokyo, President and CEO: Koji Yamamoto, abbreviated as J.D. Power), an international specialized organization for research and consulting related to CS (customer satisfaction), is a J.D. Power 2024 Individual. Announced the results of the Asset Management Customer Satisfaction Survey (SM). Overall satisfaction improved in all departments, reaching record high
[Image 1: https://prtimes.jp/i/42677/295/resize/d42677-295-f71ce8362e7084429ade-3.jpg&s3=42677-295-ef52c4549b9df27089a4a42825700e03-2408×1237.jpg] With the start of the new NISA system, individual investors’ interest in asset management is increasing, and overall satisfaction in this year’s survey showed an improvement in all categories compared to the previous year’s survey (announced in July 2023). Since the change in 2017, all categories have achieved record highs*¹. Looking at each factor, the “Products/Services” factor improved by more than 10 points in four categories: national banks, online securities, smartphone-only securities, and online banks, and the “account information” factor increased by national banks and “fees/interest rates.” The factor improved by more than 10 points for online securities. Additionally, the “customer service (personnel)” factor improved by more than 10 points for both face-to-face securities and national banks. Regarding the “Customer Service (Call Center)” factor, satisfaction levels decreased in three sectors: face-to-face securities, national banks, and online securities. This is thought to be due to an increase in the number of inquiries to the call center due to NISA system reforms and some online securities brokerage fees being waived. *¹ Smartphone-only securities is a new division established in 2021. In 2020, the online bank changed its division from a new type of bank to an online bank. Against the backdrop of increasing awareness of “funds for
retirement”, the intention to increase the amount invested at the main financial institution increases among all age groups
[Image 2: https://prtimeS.jp/i/42677/295/resize/d42677-295-9b7b7b7b26744d6fbf1c43-3.jpg &s3=42677-295686FD7A3A17029571df33333333 4343F-2026X1021.jpg] With the start of the new NISA system, it was confirmed that the purpose of investment for “retirement living funds” has increased by 7 points compared to the previous year. This trend was seen not only among young people but among all age groups. In addition, the intention to increase the amount invested at the primary financial institution is also increasing among all age groups, which indicates that individuals of all ages are increasing their desire to increase the amount invested in their primary financial institutions, which is the purpose of the NISA system revision. There appeared to be a change in investor consciousness. Providing services through bank-securities collaboration is effective in fostering loyalty
[Image 3: https://prtimes.jp/i/42677/295/resize/d42677-295-78ed5b3ccd6bb2804078-3.jpg&s3=42677-295-b913e7eb5ed5c83d3c628b571a9f4403-1869×1088.jpg] It can be said that the service of linking bank accounts and securities accounts between group companies and partner companies (bank-securities linkage) is an important element in differentiating itself from competing financial institutions in asset management. This survey also asked about the use of collaborative services between group companies and partner companies, and it was confirmed that customers whose accounts are linked have higher satisfaction than customers who are not linked. It was also confirmed that customers who linked their accounts tended to have a higher intention to continue and recommend the service. Although it is necessary for financial institutions to consider the required institutional requirements, bank-securities collaboration can be said to be an effective means of fostering loyalty. Comment from Kiichi Umezawa, Managing Executive Officer, Global Business Intelligence Division, J.D. Power: “With the current trends, attracting young people is an important point for financial institutions.With the new NISA, relatively large tax exemptions of up to 18 million yen are available. As a result of system reforms such as unlimited limits and holding periods, it has been confirmed that young people intend to concentrate their investments in one main financial institution, and therefore enter into long-term contracts. It can be said that the importance of being chosen as the primary financial institution by prospective young customers is greater than ever from the perspective of lifetime value.” J.D. Power 2024 Personal Asset Management Customer
Satisfaction Survey No. 1 Announced. The overall satisfaction ranking is as follows. [Face-to-face securities category] (5 companies) 1st place: Mitsubishi UFJ Morgan Stanley Securities (615 points) 1st place in overall satisfaction for 3 consecutive years. Highest rating in 4 factors: “Customer Service”, “Products/Services”, “Account
Information”, and “Fees/Interest Rate”. 2nd place: Nomura Securities (602 points) Highest rating in the “store facilities” factor. 3rd place: Daiwa Securities (598 points) [National bank sector] (5 banks) 1st place: Resona Bank (603 points) Based on 3 factors: “customer service”, “fees and interest rates”, and “branch facilities” Highest rating. 2nd place: Sumitomo Mitsui Banking Corporation (602 points) Highest rating in two factors: “Products/Services” and “Account Information”. 3rd place: Mitsubishi UFJ Bank (590 points)
[Image 4: https://prtimes.jp/i/42677/295/resize/d42677-295-9e99c2c9f8b467cc9ac3-3.jpg&s3=42677-295-a59e41a9c9b607f66cb2433940c389ad-720×960.jpg] [Online Securities Category] (Targeted 5 companies) 1st Place: Rakuten Securities (645 points) Highest rating in 3 factors: “Account Information”, “Customer Service”, and “Products/Services”. 2nd place: Matsui Securities (627 points) 3rd place: SBI Securities (626 points) Highest rating for the “fees/interest rate” factor.
[Smartphone-only securities category] (3 target companies) 1st place: Daiwa Connect Securities (617 points) 1st place in overall
satisfaction for 3 consecutive years. Highest rating in three factors: “Fees/Interest Rates”, “Customer Service”, and “Products/Services”*². 2nd place: PayPay Securities (608 points) Highest rating in two factors: “account information” and “products/services”*2. 3rd place: LINE Securities (595 points)*² Daiwa Connect Securities and PayPay Securities have the same score for the “Products/Services” factor. [Internet banking category] (5 banks targeted) 1st place: SBI Sumishin Net Bank (643 points) Highest rating in the “fees and interest rate” factor. 2nd Place: Sony Bank (640 points) Highest rating in two factors: “Account Information” and “Customer Service”. 3rd place: au Jibun Bank (630 points) Highest rating in the “Products/Services” factor.
[Image 5: https://prtimes.jp/i/42677/295/resize/d42677-295-e376ca15cafce73d0b56-3.jpg&s3=42677-295-c4d8d295079166f467e19c67e5fd584f-720×960.jpg] [J.D. Power 2024 Personal Asset Management Customer Satisfaction Survey (SM) Summary] Once a year, individual investors who manage assets such as investment trusts, stocks, foreign currency deposits, FX, etc. at private banks and securities companies A survey targeting people aged 20 to 79 nationwide to find out their level of
satisfaction with their experience using the service over the past year. This is the 13th time this event has been held. Based on the type of service, the figures were divided into five categories: “face-to-face securities,” “national banks,” “online
securities,” “smartphone-only securities,” and “online banks.” ■Implementation period: Early April 2024
■Survey method: Internet survey ■Survey target: People (20 to 79 years old) who used personal asset management services (investment services) at banks and securities companies ■Number of survey respondents: 11,570 Impact on overall customer satisfaction The overall
satisfaction score is calculated out of 1,000 points based on the user’s evaluation of the detailed evaluation items for each factor. The factors that make up overall satisfaction are as follows in descending order of influence on overall satisfaction (degree of influence is in parentheses). [Face-to-face] (Face-to-face securities division, national bank division): “Customer service
(personnel/online/call center)” (32%), “Products/Services” (29%), “Account information” (19%) , “Commissions and interest rates” (14%), “Store facilities” (4%), “Problem solving” (1%) [Online systems] (Online securities division, Smartphone-only securities division, Internet banking division): “Commissions and interest rates” Interest rate” (30%), “Account information” (24%), “Customer service (online call center)” (24%), “Products/Services” (20%), “Problem solving” (1%) *J.D. All studies for which Power publishes results are independently designed and conducted by J.D. Power as a third-party organization. [Please note] This paper is for press purposes only. It is prohibited to use the information or results published in this material for advertising or promotional activities without our permission. About J.D. Power: Headquartered in the United States, J.D. Power is an international marketing research company in consumer insights, advisory services, data and analytics. We have pioneered the use of big data, artificial intelligence (AI), and algorithmic modeling capabilities to capture consumer behavior and provide incisive industry intelligence about consumers. For more than half a century, J.D. Power has been engaged with customers, brands and products, and is trusted by the world’s leading companies in major industries to guide their customer-facing strategies. J.D. Power has offices in North America, Europe, and Asia Pacific. For more information about our business, please visit https://japan.jdpower.com/ja.
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