MAMORIO Co., Ltd. Awareness survey regarding the hospitality spirit of Japanese companies and the quality of customer support 58.2% answered that “the quality of support influences repurchase and recommendation” Customer expectations in the digit

[MAMORIO Co., Ltd.] [Awareness survey regarding the hospitality spirit of Japanese companies and the quality of customer support] 58.2% answered that “quality of support influences repurchase and recommendation” Customer expectations in the digital age revealed *MAMORIO Co., Ltd.*
Press release: September 11, 2024
**
[Awareness survey regarding the hospitality spirit of Japanese companies and the quality of customer support] 58.2% answered that “the quality of support influences repurchase and recommendation” Customer expectations in the digital age revealed
*50.7% are positive about 24-hour AI support, what are consumer expectations for modern customer support*
title image
■Survey summary
– *When inquiring about services, 74.6% prioritize “quick response” and 60% prioritize “accuracy of problem solving”*
– * 70% of people rated “low waiting time” and 37.9% “recorded conversation content” as advantages of chat support*
– *50.7% have a positive attitude towards using AI chatbots that are available 24 hours a day*
– *59.3% consider “hospitality” to be important in support, and 49.5% value “polite language and attitude”* *
58.2% said the quality of customer support influences their willingness to repurchase and recommend others*
■Survey overview
Survey method: Internet survey
Survey target: Men and women in their teens to 60s (national survey) Number of valid answers: 1000
Survey implementation date: August 15, 2024
■Investigation background
In recent years, our lives have been greatly influenced by the wave of digitalization, and the way we interact with products and services has changed dramatically.
With the spread of smartphones and SNS, communication methods between consumers and companies are diversifying, and expectations for customer support are also changing significantly.
In the past, it was common to respond by phone or in person, but now we live in an era where inquiries can be made online 24 hours a day. Along with this change, the type of “ideal customer support” that consumers seek may also be evolving.
That’s why we designed this survey to find out what modern consumers really want from customer support.
We conducted a survey of 1,000 general consumers about the factors they prioritize when making inquiries about services.
Through this survey, we aimed to find out which factors are considered most important among various factors, such as speed, accuracy, and politeness, and whether traditional support methods or new forms are preferred. Ta.
We hope that the results of this survey will provide hints for companies to review their customer support strategies and provide better services.
At the same time, we hope that this information will be helpful for consumers as they reconfirm their own needs and select services that will provide them with higher levels of satisfaction.

■Survey results
– What consumers expect when making inquiries is “quick response” Factors that are important when contacting services
In today’s world, where the quality of customer service greatly influences a company’s reputation, it is extremely important to accurately understand consumer needs.
First of all, * “What factors do you feel are important when contacting service?” *
When we posed this question to 1,000 consumers, what stood out most in our survey results was *a strong desire for ‘quick response’*. In fact, *74.6%* of respondents considered this important, making it clear that modern consumers have high expectations for quick responses.
The next most popular option was ‘accuracy of problem solving’, which was considered important by 60%* of respondents.
We can see that not only speed but also accurate solutions are required. Also, *49.5% said “polite language and attitude”*
Approximately half of the respondents placed importance on this, making it clear that the importance of communication quality is an element that cannot be ignored.
These results demonstrate that consumers view prompt, accurate, and courteous responses as a top priority.

– The good thing about chat support is that there is little waiting time and responses start immediately.
Advantages of chat support
The next question asked consumers about their opinions on the specific benefits of chat support.
*We also found some interesting results when asked, “What do you feel are the most important benefits of chat support?”*
The most noticeable thing was * “Low Wait Time” *.
A whopping *70%* of respondents cited instant response time as a key benefit of chat support.
This overwhelming support clearly reflects the needs of modern consumers who value immediacy.
The second most highly rated feature was the ability to record conversations, with 37.9% of respondents placing importance on this. The ability to check the written dialogue later seems to give many consumers a sense of security.
Additionally, 30.7%* of respondents said that they can use the service without worrying about their surroundings, making it the third most popular answer.
This is indicative of modern trends in which privacy considerations are becoming more important.
These results suggest that chat support is not just an alternative, but a new form of customer service that meets consumer needs. In particular, it has become clear that modern consumers value aspects such as immediacy, recordability, and privacy.

– Impressions of an AI chatbot that is available 24 hours a day Intention to use AI chatbot
In order to find out the demand for 24-hour support, the next question asked about *Intention to use AI chatbot*.
The results revealed that consumers have a positive attitude towards AI chatbots.
*
Combining “I want to use it actively” (9.7%) and “I want to use it when necessary” (41%), more than half of the respondents (50.7%) have a positive intention to use AI chatbots*
is shown.
This shows that 24-hour AI support can be an attractive option for many consumers.
On the other hand, 32.6% of respondents said they were “neutral,” indicating that there are a certain number of people who are still undecided about AI chatbots.
Relatively few respondents answered, “I don’t really want to use it” (9.1%) or “I don’t want to use it at all” (7.6%).
These responses likely reflect a preference for traditional human support and a cautious attitude toward new technology.
The results show that 24-hour AI chatbots are generally well received by consumers, and there is particularly high demand for their use when needed.
For companies, the introduction of AI chatbots is likely to be an effective means of improving customer service.
– 59.3% place importance on hospitality!
The importance of “hospitality” that is unique to Japanese companies Additionally, we investigated the importance of “hospitality” in customer support.
*
“Do you think that the “hospitality” response typical of Japanese companies (e.g., use of honorific language, prompt response, consideration for individual needs, etc.) is important in any type of support? ”*
When asked this question, 19.6% of people answered “very important,” and 39.7% answered “somewhat important.”*
Combining these, it can be seen that *approximately 60% of respondents place importance on “hospitality”-like responses*.
On the other hand, 31.1% of respondents answered neutrally, indicating that their evaluation of “hospitality” was divided.
Relatively few respondents said it was “not very important” (5.7%) or “not important at all” (3.9%).
This result shows that many consumers still view hospitality-like responses as valuable.
This shows the importance of companies appropriately incorporating elements of hospitality when designing customer support, while also being flexible enough to respond to diverse customer needs.

– The quality of customer support leads to purchases and recommendations! Impact of customer support quality
Finally, in order to explore how the quality of customer support affects company evaluation and customer behavior, *
We asked the following questions: “To what extent does the quality of customer support influence your willingness to repurchase or recommend a company’s products or services to others?”*
According to the survey results, 16.2% of people answered that it had a “very strong impact” and 42% said that it had a “very strong impact.”
Combined, *58.2%*, or *more than half of respondents, believe that the quality of customer support has a significant impact on purchasing and recommendation behavior*
I understand that.
There was also a neutral response of 33.1%, which may indicate that factors other than customer support influence purchasing decisions. For many consumers, it seems that not only the quality of the product or service itself, but also the support system after purchase is an important criterion.
These findings support the importance of companies investing in improving the quality of customer support.
It became clear that in order to increase customer satisfaction and lead to new customer acquisition through repeat purchases and word of mouth, it was necessary to focus on improving customer support as well as product development.
We believe that the survey results have shed light on the type of customer support that modern customers are looking for.
* Prompt and accurate response, convenience of digital technology, and courteous and humane response. *
A balance between these seemingly contradictory elements can be said to be the type of service required in this day and age.
*Support satisfaction is returned to the company in the form of repeat purchases and positive word of mouth*.
Customer support is more than just a place to solve problems. This is a valuable opportunity to embody the company’s stance and deepen relationships of trust with customers.
MAMORIO Co., Ltd. has introduced *chat support* in order to meet customer needs expressed in the results of this survey.
We strive to provide support that values ​​prompt and accurate responses, records of conversations, and the spirit of hospitality. Furthermore, we have also introduced *24-hour AI chat* to ensure that we are ready to respond to customer inquiries at any time.
By focusing not only on improving the quality of our products, but also on enhancing our customer support, we will continue to aim to be a company that is close to and trusted by our customers.

* ■About “MAMORIO”*
Amulet-shaped MAMORIO (MAM-003)
MAMORIO is the world’s smallest and thinnest anti-lost tag that can be placed in your wallet, and uses Bluetooth communication to detect when items are left behind based on the distance to your smartphone.You can use your smartphone to check where you left them.
In addition to various functions to prevent items from being lost, such as a lost item notification that detects and notifies items that have been left behind, and a camera-based search function that uses AR technology to locate nearby items, we also provide various functions to prevent items from being lost. If you lose your item, we will find it using one of the largest cloud networks in Japan, which is affiliated with MAMORIO users nationwide and public transportation on over 700 routes nationwide.

In addition to the smallest and thinnest tag-type “MAMORIO,” we also have a sticker-type “MAMORIO.”
FUDA” and “MAMORIO” with a square design that allows for replaceable batteries and is easy to carry in your wallet.
RE” and “MAMORIO”, a credit card-sized card type that can be recharged repeatedly with wireless charging.
You can select and use a variety of products according to your needs, such as “MAMORIO Pro” series, which is a professional version that can be used in business settings.

* ■Company profile*
Company name: MAMORIO Co., Ltd.
Representative Director: Daiki Masuki
Established: July 2012
Head office location: 5F Yoshii Building, 3-3-5 Sotokanda, Chiyoda-ku, Tokyo 101-0021
Business details: Development and provision of “MAMORIO” and “MAMORIO Biz”, operation of portal site “Lost Items.com”

* ■Product site URL*
▼MAMORIO
https://mamorio.jp/

* ■Operation site URL*
▼Lost item dot com
https://otoshimono.com/