What do you think about Japanese retail industry? What to do when the service is poor? [Survey results announced! ]
*Dream Planning Co., Ltd.*
Press release: August 24, 2024
**
What do you think about Japanese retail industry? What to do when the service is poor? [Survey results announced! ]
*URUHOME, a real estate problem solving site operated by Dream Planning Co., Ltd. (Naka-ku, Yokohama, Kanagawa
Prefecture/Representative Director: Juto Takahashi), conducts a questionnaire survey targeting people who are interested in the Japanese retail industry. carried out*
* [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/retailer-service-level/ ). We do not require permission to post.
* [Survey overview] *
〇Survey target: “People who are interested in the Japanese retail industry” 〇Valid responses – 500 people
〇Investigator – Dream Planning Co., Ltd.
〇Research method – Internet questionnaire survey
〇Survey period-July 11th to July 13th, 2024
*Retail industry in the survey is defined as convenience stores, supermarkets, drug stores, department stores, etc.
What do you think about the service level of the retail industry in general (convenience stores, drug stores, supermarkets, department stores, etc.)?
What do you think about the service level of the retail industry in general (convenience stores, drug stores, supermarkets, department stores, etc.)? n=500 (number of answers 844, multiple answers possible)
1st place: More than 30% of people feel that the variety of products has increased
* ★ 1st place: Increased product selection 153 people (30.6%) ★*
When we conducted an attitude survey on the Japanese retail industry, the most common response was that the variety of products has increased.
Approximately 30% of all customers seem to feel that the product lineup has increased, and it is true that the lineup has become richer recently, partly due to intensified competition.
Let’s see everyone’s comments.
* -1st place/comment about increased product selection-*
“It’s because they sell things that weren’t previously sold at convenience stores, and there’s an increase in private brands and other inexpensive products. (Male, 30s)”
“The store has more original products, and I am very satisfied with the product lineup. (Male, 30s)”
“I feel like the product lineup has increased a lot compared to before. I’m happy to have more options. (Female in her 40s)” “I think it’s convenient that drugstores now display more foods such as sweets, bread, rice, and dairy products. (Female, 30s)”
“I feel like they have made better use of the limited space and have more items than before. (Male, 50s)”
It’s very convenient because you can get most of the products no matter where you go.
On the other hand, you might think that they all look the same and have no individuality, but it’s fun to compare the differences between manufacturers and stores.
Private brands are also abundant, and I feel that the number of inexpensive, high-quality products is increasing.
2nd place: 1 in 3 to 4 people said “service standard has improved somewhat” * ★ 2nd place: Slight improvement 144 people (28.8%) ★*
Many respondents said that the overall level of service in the retail industry is gradually improving.
Although the changes are not very dramatic, they seem to be making steady progress thanks to corporate efforts.
Let’s take a look at everyone’s comments.
* -2nd place/slightly improved comment-*
“I think the standard is improving because we are starting to deal with payment methods and other areas that convenience stores have not done before.” (Male, 40s)
“Convenience stores now have a wider range of work to do than before, so the scope of their work has become more difficult, and drugstores have become more convenient because they are closer to supermarkets. (Female, 30s) I feel like they put a lot of effort into the settings.” “Consumer needs for products are diversifying, so I think each company is working on product lineups to suit them.” (Female, 40s)
“I think the variety and ease of use have improved, such as by selling regionally specific products and introducing self-checkout. (Female, 20s)”
“I feel that convenience stores not only offer high quality products, but also a variety of services such as copy machines, ATMs, multimedia terminals, and delivery services. (Male, 50s)”
Before you know it, convenience stores have become extremely convenient, with services diversifying in response to changes in customer needs and self-checkout systems that reduce the stress associated with shopping.
We hope that it will continue to evolve in line with the changing trends of the times.
3rd place: Approximately 1 in 5 people think the service level will not change * ★ 3rd place: No change 113 people (22.6%) ★*
Over the past few years, many people have expressed the opinion that the level of service in the retail industry has not changed much. It might seem that way if you ask me, but the times are progressing steadily, so if we don’t really do anything, we should become relatively degenerate and obsolete.
In particular, the fact that it has remained in the same position shows the hard work put into it by companies and the field.
* -3rd place/unchanged comment-*
“Maybe it’s because I didn’t have high expectations from the beginning, but I feel like nothing has changed. (Male, 40s)” “Prices are getting higher, so even if the atmosphere and order can be maintained, dissatisfaction is increasing. (Male, 40s)”
“If you average out the good and the bad, I don’t think there will be any difference.” (Female, 50s)
“Everything has always been of high standard and I still have no complaints. (Male, 40s)”
“I don’t think the standards have changed in a good way. (Male, 60s)” “It is difficult to maintain the status quo. (Male, 50s)”
As mentioned in the last comment, no matter how times change or companies change, the most important thing is the efforts of each store.
I would like to continue to support them as they continue their tireless efforts, making the most of their limited resources.
4th place: “Service level has improved significantly” 18.6%
* ★ 4th place: Very improved 93 people (18.6%) ★*
Surprisingly, many respondents expressed satisfaction that the level of service in the retail industry has improved significantly. Let’s take a look at everyone’s comments and see where we can see major improvements.
* -4th place/Very improved comments-*
“The quality of displays and products has improved to the extent that the company’s efforts are clearly visible.The sweets at convenience stores are just as delicious as those at department stores, and I think many of the stores have creative ideas for how to display and display new products. (Female in her 40s)
“I have been to many countries, but I think convenience stores in Japan are wonderful. (Female, 40s)”
“I think the standard of the Japanese retail industry is very high, even from a global perspective. I think even inbound foreigners are surprised.” (Female, 50s)
“I often see drugstores that have expanded in number and become supermarkets.It’s been a great help, but I’m worried about the burden on store staff due to an increase in demand.” (Male, 30s)
“The service is improving. I think it’s tough, even though the salaries and benefits of store staff are still at the lowest level. It’s a very demanding industry. (Male, 40s)”
Japan’s service standards are said to be among the highest in the world, and we are proud to be considered a country of hospitality. However, maintaining this level of service comes at a significant cost, and the burden of this is often placed on the frontline employees.
Trial and error is required to continue to enjoy sustainable services.
5th place: “Overall satisfaction has improved” 17.0%
* ★ 5th place: Overall satisfaction has improved 85 people (17.0%) ★*
As a result, overall satisfaction in the Japanese retail industry has improved. Judging from the comments, they have a good reputation for their customer service and product quality, and I think they will continue to improve in the future.
* -5th place・Comments that indicate a very high level of satisfaction-* “I think there were more arrogant store clerks in the past. Today’s store clerks are working hard and I feel sorry for them. (Female in her 40s).”
“Japanese convenience stores have a great selection and quality! When I go overseas, even in neighboring Korea, the standards are extremely low!” (Female in her 50s)
“I have been to supermarkets and convenience stores overseas, and I think Japan has the best customer service and products in the world. (Female, 40s)”
“The service and product lineup have improved so much that I wonder if it’s okay to hire people at low wages. (Female, 30s)”
“It’s convenient because you can do everything from bank ATMs, card payments, photocopying, etc. The number of items has increased, so you can browse through them. (Female in her 50s)”
All companies strive to survive and acquire customers, and as a result, they have been able to offer a wide variety of products and excellent service.
We hope that Japan’s retail industry will continue to improve in the future so that it can become a model for the world.
What should you do if you feel that the service at a retail store (convenience store, drug store, supermarket, department store, etc.) is poor?
What should you do if you feel that the service at a retail store (convenience store, drug store, supermarket, department store, etc.) is poor? n=500 (Number of answers: 788, multiple answers possible) 1st place was “Keep quiet and don’t go to that store” with over 60% of respondents.
* ★ 1st place: I won’t go to that store 323 people (64.6%) ★*
They don’t express their dissatisfaction, but keep their distance from each other while holding it in. That’s a very Japanese reaction.
In fact, more than 60% of them choose to leave silently.
Even if you say that there are no other stores within a few dozen kilometers, there are plenty of other stores, so there’s no need to put up with it.
I can feel your disgust from everyone’s comments.
* -1st place: Comments about not going to that store-*
“There are many other stores to choose from, so if I feel
uncomfortable, especially at a convenience store, I won’t go there.” (Male, 60s)
“There’s no need to go out of your way to experience unpleasant experiences. You can just think of other options.” (Male, 40s) “I don’t go out of my way to point out stores I don’t like. It’s a waste of time (man, 40s)”
“There’s no need to go to a store unless it sells something unique to that store.” (Female, 40s)
“I think I’ll be done with it as soon as I stop using it. I might use it again if the relevant clerk is gone.” (Male, 40s)
“I’ll put up with it for now, but I won’t go there anymore. And I’ll share the information with people close to me.” (Female, 50s)
Expressing a complaint is not a way to vent frustration, but rather to expect the other party to improve.
No matter what you say, if you dismiss it as a waste of time, everyone will just shut up and leave.
If you are a store or company, it may be easy, but in the medium to long term you will be strangling yourself.
2nd place: More than 1 in 3 people “leave it as is”
* ★ 2nd place: Leave it as is 170 people (34.0%) ★*
The next most common response was “leaving things as they are”, holding on to their dissatisfaction and doing nothing.
At first glance, there is no damage because they continue to come to the store, but they are simply postponing medium- to long-term risks.
I can feel the quiet anger building up in everyone’s comments.
* -2nd place/leave comment-*
“There’s no point in getting angry over and over again, and I think it’s a waste of energy to complain. (Male, 50s)”
“Store clerks are often part-time workers, so I think they’ll stop quitting eventually, so I’ll keep them as they are.” (Female, 40s) “I’ll point out mistakes in accounting, but if there’s a problem with attitude or wording, I’ll leave it alone.” (Female, 60s)
“I don’t want to cause any trouble because I’ll use it again. (Male, 40s)” “It takes energy and time to take out your anger on someone, so I don’t want to show it publicly. I try to avoid lining up at the cash register where that person is. (Female in her 50s) ”
There are also serious comments about not wanting to cause trouble because they will be using the service again, but it’s quite stressful to try to do it when the store clerk isn’t there.
3rd place: 1 in 4 to 5 people said “I will be patient”
* ★ 3rd place: Be patient 115 people (23.0%) ★*
I’m annoyed by the rude behavior, but I’ll bear it because I want to avoid any trouble. There were many voices that seemed to be Japanese.
* -3rd place/comment to endure-*
“I think low wages, poor family relationships, and low levels of life satisfaction cause people to give up on work.This is due to the economic downturn, so I think we have no choice but to put up with it.” (Female in her 40s)
“When I complain, I feel like I did something wrong, so I hold back.” (Female, 50s)
“If something really unpleasant happens, I’ll refrain from using the service, but if it’s just a little bit, I’ll put up with it and use it again.In the end, I just need to finish my business, so I don’t want to do unnecessary work like complaining. (Female, 20s)
“I don’t write reviews, but when I look at the reviews of the restaurant, I see people writing about the same thing, and I end up feeling satisfied after all.” (Female, 50s)
“I don’t see them every day, so I ignore them. They don’t remember me, and I’m most scared of them remembering me and resenting me.” (Female, 40s)
As mentioned in the last comment, you don’t want to get angry or resentful towards the person you’re dealing with at the moment. This is how society becomes dry, but it’s better than carrying stress.
4th place: “I would talk to someone and advise them not to use that store” was less than 10%
* ★ 4th place: 47 people (9.4%) would recommend people not to use that store ★*
Although the proportion is small, word of mouth is like a body blow for companies.
If you look down on things and think, “Even if one or two people say something, it’s not a big deal,” it could have a serious impact on management.
* -4th place: Comments that recommend people not to use the store -* “I make a complaint because I have high expectations of the other person, and if I have a bad experience, I won’t go there anymore, and I’ll tell the people around me not to go there either.I think that’s what the store would hate the most. (Female in her 50s)
“I’ll just complain to my family about my dissatisfaction. If I have another option at a convenience store, I’ll use that one.” (Female, 50s)
“I don’t have a chance to tell the person myself, so I just keep quiet and complain to someone I know.Mom’s lose customers because word of mouth spreads because every store has capacity.” (Female in her 40s) ”
“I will tell my family and others that I felt uncomfortable, but I don’t write about it on social media because it could be slanderous.” (Female, 30s)
“I don’t want the people around me to feel the same way.” (Female, 30s)
However, many people seem to “just want to hear my complaints” or “I don’t really want to cause any damage.”
Here too, the Japanese sense of dignity is evident.
5th place: “Send feedback to companies” at 6.4%
* ★ 5th place: Send feedback to companies 32 people (6.4%) ★*
Only after coming here did the option of making some kind of approach to companies come up.
Although we do not allow slander, we do hope that we can improve our services by providing appropriate feedback.
* -5th place・Comment to send feedback to the company-*
“If it’s a trivial thing that I can tolerate, I’ll leave it as is, but if it’s something that goes too far, I’d like to express my opinion. (Female, 40s)
“At Lawson, I sometimes receive an email asking for my impressions on the day I shopped. If I received bad service at that time, I enter it and submit it. Conversely, when I received good service, I also enter it properly. ( (Female in her 50s)
“I try to send as much feedback as possible because I want to eliminate the opportunity to feel uncomfortable.” (Male, 40s) “I once had an item I bought at the cash register get pushed in the basket and fall off. I had no idea what it meant, so I contacted them using the customer feedback form on the official website. (Female in her 40s)”
“I feel relieved by filing a complaint through the inquiry page on the website. (Female, 30s)”
Although Kashara has become a hot topic, most Japanese people do not maliciously attack companies or employees.
It would be great if we could create a virtuous cycle in which feedback increases customer satisfaction and increases corporate profits.
summary
This time, we have presented and discussed the results of a
questionnaire survey of 500 people who are interested in the Japanese retail industry (convenience stores, drug stores, supermarkets, department stores, etc.).
What do you think about the level of service in the retail industry and how they deal with poor service?
Dream Planning will continue to conduct and publish surveys from various perspectives regarding issues in the service industry, 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
We are a pioneer in real estate ventures that address social issues in Japan through the management of assets 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/