What do you think about Kashara? Why has awareness of the problem increased? [Announcement of survey results! ]
*Dream Planning Co., Ltd.*
Press release: August 18, 2024
**
What do you think about Kashara? Why has awareness of the problem increased? [Announcement of survey results! ]
*URUHOME, a real estate problem solving site operated by Dream Planning Co., Ltd. (Naka-ku, Yokohama, Kanagawa
Prefecture/Representative Director: Juto Takahashi), conducted a questionnaire survey targeting those interested in convenience stores and retail businesses. implementation*
* [Please regarding quotation and reproduction of data] *
When using the survey results and images in this release, please use the URL of URUHOME (URUHOME) where survey results are published. Please provide a link to https://uruhome.net/kasuhara2/).
We do not require permission to post.
What do you think about customer harassment?
What do you think about customer harassment? [n=500 Number of answers: 771 Multiple answers possible]
Stress creates Kashara and Kashara certification
When we conducted an awareness survey regarding harassment, more than half of the people felt that harassment was increasing.
As a member of society, it is shameful to take out your daily stress on a weak store clerk.
On the other hand, some people who recognize anything as Kashara try to vent their frustrations using the excuse of denouncing Kashara. It’s not a small amount of work.
I feel that the habit of storing up stress on a daily basis and seizing the opportunity to let it all out is typical of the Japanese.
1st place was “Kashara is increasing” (50.6%)
* ★ 1st place: 253 people (50.6%) feel that harassment is increasing ★*
Kashara is increasing every year. There have been some mean customers for a long time, but I get the impression that they have come to the fore recently.
Many people seem to think that “customers are gods” and “it is the legitimate right of a customer to make a complaint.” While this is true in some respects, it also seems to be distorted or taken too far.
If you think this is an opportunity to vent your stress, change your mindset immediately.
* -1st place・Comments where Kashara is increasing-*
“Civil standards are declining. People like this should be arrested immediately. (Male, 40s)”
“I feel that there are more and more cases where people who are dissatisfied are using store staff as an outlet. There should be a clear distinction between legitimate complaints and harassment. (Female in her 60s)”
“I feel like they’re getting angry. More and more people are getting irritated on a regular basis, and it seems like they’re taking advantage of everything. (Female in her 20s).”
“There has been a lack of some aspect of Japanese spirituality since ancient times. It has simply become visible and surfaced as customer harassment. (Male, 50s)”
“I think there will be more people who will take advantage of this and start harassing people because stores tend to be nervous and apologize quickly, and people who will escalate their behavior.” I think (40s, female)
There’s nothing wrong with expressing opinions or complaints. The problem is using opinions and complaints as a good cause to relieve stress.
We live in a stressful society, but if you are an adult, you should take charge of your own mood and release your stress in a way that won’t hurt anyone.
Approximately 1 in 3 people answered that “Everything is different from being certified as Kashara,” which came in second place. * ★ 2nd place: Kashara certification is different for everything 185 people (37.0%) ★*
While the concept of Kashara is becoming established, many people expressed the opinion that it is wrong to label everything as Kashara.
* -2nd place/Anything Kashara has a different comment-*
“I don’t like the trend of thinking that something can be done about harassment. (Female, 30s)”
“I don’t think all complaints and complaints about store staff are harassment, so I think it’s a case-by-case situation. (Male, 30s)” “It’s too formal to turn anything into harassment. Individuals need to be careful not to make everyone feel uncomfortable.” (Female, 50s) “It’s wrong to say that anything is harassment. Expressing your opinion calmly is not harassment. (Female, 30s)”
“While it is true that customer manners are deteriorating, I feel that companies are also overusing the word “kasuhara” and trying to dismiss the problem easily. (Male in his 50s)
You should firmly refuse when a customer makes an unreasonable request, but it is also unacceptable to reject a customer’s legitimate request by labeling it as harassment.
I would like to aim for a society where both customers and companies respect each other.
Approximately 1 in 4 people came in 3rd place, saying, “I feel that there is a tendency to certify anything as Kashara.”
* ★ 3rd place: 131 people (26.2%) feel a tendency to certify anything as Kashara ★*
Customers and companies are both human beings, so it’s not uncommon for them to get a little stuck sometimes.
If you were to recognize everything as Kashara, your life would become suffocating.
Everyone’s comments also showed that they were “tired of harassment.”
* -3rd place/Anything Kashara certified trend comment-*
“I’m a little tired. (Male, 40s)”
“There’s just too much harassment. I wish everyone would be kinder. (Male, 60s)” “If anything becomes harassment, no one will want to do anything (male, 20s).” “I think Japan as a whole is now in a tougher era against harassment. (Female, 30s)”
“I think Japanese people are overly demanding of services, and there is actually a lot of harassment, but if you emphasize harassment too much, you won’t be able to say anything.I think it’s important to have a sense of mutual respect.” (Female in her 40s)
I was thinking that there would be a word called Harahara
(harassment), but it turns out it already exists.
I think it would be more enjoyable for both of you if you tolerated some things.
4th place goes to victims of harassment (12.0%) “I can’t forgive this at all” * ★ 4th place: 60 people (12.0%) who have experienced harassment and cannot forgive it ★*
When you work in the customer service industry, you often experience harassment.
According to this survey, approximately 1 in 8 to 9 people were victims of harassment.
Let’s see everyone’s comments.
* -4th place・Comments that do not tolerate Kashara-*
“It’s pointless because you’re just complaining about something that isn’t productive, and I think it’s a waste of both of us to waste our time on that.” (Female, 20s)
“When I was working in the customer service industry, I was tired of some customers saying unreasonable things to me. (Female, 30s)” “For some reason, some people believe that customers are in a superior position and deserve to be treated with care, and that they must discipline poor staff.” (Female, 30s)
“People who harass others tend to choose calm employees and bully the weaker ones, so I absolutely cannot forgive them.” (Female in her 40s)
“I have a past as a convenience store clerk, so I only have bad memories.” (Male, 30s)
As mentioned in the comments, people who appear to be timid or submissive are likely to be targeted by Kashara. It’s probably hard to argue with a store clerk who looks like a martial artist.
In short, Kashara is nothing but “bullying of the weak.” If you have a legitimate complaint or complaint, you should just calmly and simply convey it, but he is a coward who is trying to bully you and bring you down.
5th place: “Custom harassment should be stopped” (5.2%)
* ★ 5th place: 26 people (5.2%) who have stopped Kashara and think it should be stopped ★*
Approximately 1 in 20 people have stopped Kashara after witnessing it.
Although everyone thinks it should be stopped, there is also fear (of not knowing what the other person will do if they get angry), so it is difficult to make general statements.
If it gets too bad, one option is to call the police or warn them that you will.
* -5th place・Comments that should stop Kashara-*
“It’s a mistake to harass a clerk in a weak position. (Male, 60s)” “I deeply despise people who are overly bossy just because they are a customer.” (Female, 30s)
“Customer harassment is called customer harassment because the customer’s behavior toward the store staff exceeds normal limits, and it is clearly wrong to attribute this to a decline in the quality of the store staff or service level. (Male, 50s) )”
“Even if the store clerk is at fault, I think there is a way to speak and behave in moderation.” (Male, 40s)
“I think society as a whole expects too much from services. There is no reason to do so. (Female, 30s)”
Because you are weak, you choose someone you believe to be weaker and bully them…you may even feel pity beyond anger, but this is not a reason to justify harassment.
What caused the increased awareness of customer harassment?
What caused the increased awareness of customer harassment? [n=500 Number of answers: 4003 Multiple answers possible]
1st place: “Tolerance in society as a whole is decreasing” 46.6% * ★ 1st place: Society as a whole is becoming less tolerant and nervous 233 people (46.6%) ★*
More than 40% of respondents said that the tension in society as a whole, not just Kashara, is leading to insidious bullying.
There are a lot of comments saying that the recession is having an effect, and perhaps people are so conscious of their own rights that they forget to be considerate of others.
* -1st place – Comments on declining tolerance in society -* “I think more and more people are complaining about things that wouldn’t have been a problem in the past. (Male, 60s)”
“I do think that tolerance has decreased as people’s lives have become more difficult, coupled with the sense of awkwardness that is unique to the internet society.” (Male, 40s)
“I think that by treating everything as harassment, more people are making a fuss about what’s convenient for them. I feel that because of this, small troubles are turning into big problems. (Male, 40s)” “In the Showa and Heisei eras, things were considered tolerant, but now even the smallest thing has become a big deal, and I think people have started criticizing it on social media.” (Male, 40s)
“There’s a vulgar and impudent atmosphere that feels like you’ll win if you shout out loud. (Female in her 40s)”
I don’t have the mental or physical strength to do so, and I always look for other people’s mistakes and hold each other back. I certainly get the impression that the number of such Japanese people is increasing.
It is difficult to improve oneself, but unless each individual changes their mindset, the gloomy atmosphere that permeates Japanese society will not be dispelled.
2nd place was “Consumers’ excessive sense of entitlement” at 39.6% * ★ 2nd place: Excessive sense of entitlement among consumers 198 people (39.6%) ★*
Just under 40% of respondents cited consumers’ excessive sense of entitlement as a factor behind the increase in harassment.
The world becomes chaotic because everyone focuses on their own rights and does not respect the rights of others.
* -2nd place: Consumers’ excessive sense of entitlement comments-* “I think the number of claims that are all about rights is increasing (man, 50s).”
“I feel like freedom of speech is respected too much. (Female, 20s)” “I think we’ve become too much of a world where whoever says the word wins, not just when it comes to harassment.” (Female, 50s)
“I think it’s good to raise your voice, but when I see people who don’t feel comfortable unless things go their way, I feel sorry for them and feel like they can’t afford it.” (Female, 30s) ”
“Many people are unaware that they are engaging in harassment, such as making unreasonable demands or imposing a unilateral sense of justice.” (Male, 30s)
Just as you have the right to live comfortably, the other person also has the right not to be made to feel uncomfortable.
Because everyone is endowed with rights, we must fulfill our obligation to respect each other.
3rd place was “Dissemination of the Internet” at 32.8%
* ★ 3rd place: Consumers have become stricter on the Internet 164 people (32.8%) ★*
Many people cited the spread of the Internet, especially SNS, as a factor in the increase in harassment.
As a result of it becoming easier for anyone to send out information, we have seen some people resorting to harassment in order to make more radical posts that will attract more attention.
I’m also concerned about the trend of people monitoring each other over the internet, with the fear that if something happens, they’ll take advantage of it.
* -3rd place・Internet popularization comment-*
“With the spread of the Internet, there are more people who can say whatever they want without being able to see each other’s faces, and I think the number of foreign workers is increasing, making it difficult to standardize skills. (Female, 30s)”
“With the spread of the Internet, I think more and more people are filing complaints because they don’t have to think about things on their own and think that because they saw something online, it’s okay for them to do it too.” (Male, 20s)
“With the spread of SNS, it has become like a surveillance society, and I feel that people’s words and actions are becoming excessive. (Female in her 40s)”
“I think one of the reasons is that there are more places to express opinions online, and more people are under the impression that they have power.” (Female, 50s)
“I think that threatening messages spread on the internet have encouraged harassment, and at the same time harassment has become widely known.” (Male, 50s)
One of the merits and demerits of the Internet is that it not only brings convenience when everyone is connected, but it also has the potential to bring about brutality in society.
4th place was “Rights and freedoms have gone too far and consumers have become selfish” (28.6%)
* ★ 4th place: Consumers have become selfish due to excessive rights and freedoms 143 people (28.6%) ★*
This is related to the excessive sense of rights mentioned earlier, but because Japan’s services are so sophisticated, many people mistakenly think that these are natural rights.
Therefore, if there is something that they don’t like even in the slightest, they may get angry and say that their rights have been violated, and make unreasonable demands on the other person.
* -4th place: Consumers’ selfish comments-*
“The number of people who think that things can be resolved by begging has increased (female, 50s).”
“Regardless of age, I feel that more and more people get angry when things don’t go their way.” (Male, 40s)
“I think more and more people are under the misunderstanding that if you say it selfishly, they will do what you say.” (Female, 30s) “I think people who don’t have anyone else to deal with are looking for a hitch. I feel like there are more people who are selfish and don’t have anyone to deal with. (Female in her 30s).”
“I feel like more people are taking advantage of their different positions and insisting on their own rights because they are only exposed to knowledge and information that is convenient for them.” (Male, 40s)
Even if you are an unreasonable selfish person, if you insist on insisting, there are many cases where someone who has given in will grant your request.
Kashara can be said to be an abomination that takes advantage of such good intentions or resignation.
5th place: “It’s the media’s fault” 28.2%
* ★ 5th place: The media is making a fuss and everything is called Kashara 141 people (28.2%) ★*
There were many opinions that it was the mass media and the media that spread the concept of Kashara.
Although harassment should not be tolerated, it has been pointed out that the problem may be becoming more serious as the media and media make fun of it.
* -5th place – Comments from the media making too much noise -* “I feel like the media is going out of its way to incite customer harassment.” (Female, 50s)
“Sometimes I think that media such as the press and TV are promoting things too much. (Male, 40s)”
“I think malicious information is being spread on the internet and TV. I think that’s why misperceptions are spreading even more. (Female, 20s)”
“The word Kashara is used so much on TV that it seems to be
contagious.” (Male, 30s)
“The media is also to blame.They are calling it “○○hara” and trying to popularize it. …(Male, 40s)”
The mass media and the media are also in the business of business, so they report on Kashara in more extreme expressions to attract people’s attention.
It is recommended that you do not take mass media reports at face value, as they are often just trying to have fun and are not really looking for a solution.
summary
This time, we have presented and discussed the results of a
questionnaire survey of 500 people who are interested in Japan’s convenience store and retail industry.
What are your thoughts on the “Kashara issue”?
Dream Planning will continue to conduct and publish surveys from various perspectives regarding convenience store culture, so please use them as a reference.
* ■About the niche real estate problem solving site “URUHOME”* URUHOME https://uruhome.net
is a site that provides columns to solve problems related to niche real estate (so-called negative personal property) that is generally difficult to sell. We also provide free appraisals and sales consultations for niche real estate.
* ■About Dream Planning Co., Ltd.*
Dream Planning Co., Ltd. is based on the company motto of “Aiming to be the best in the world from Yokohama” and “Solving all real estate problems and pursuing people’s happiness and joy.”
Real estate SNS Uchikatsu
) is a pioneer real estate venture that is addressing social issues in Japan through the management of businesses and the revitalization of negative personal property.
* ■Company profile*
Company name: Dream Planning Co., Ltd.
Address: 10F, Granbell Yokohama Building, 252 Yamashita-cho, Naka-ku, Yokohama, Kanagawa 231-0023
Phone number: 045-641-5480
Representative: Representative Director Tatsuhito Takahashi
Established: July 2005
URL: https://dream-plan.com/