The fourth Japanese Customer Satisfaction Index (JCSI) for FY2017, reported by Japan Productivity Center-Service Productivity & Innovation for Growth, shows that Ikyu.com won No.1 travel company for the first time in the past four years, followed by joint-second Nippon Travel Agency and Hankyu Travel, then Jalan.net. Except JAL PAK, the top seven companies all raised their values since last year.
The table below shows rankings by index in the travel category:
In the international aviation category, JAL won No.1 for the first time in the past two years, getting the highest scores for the indexes of customer expectation and royalty. ANA is the second airline for highest customer satisfaction, getting the highest scores for the indexes of customer expectation and recommendation.
The table below shows rankings by index in the international aviation category:
In the domestic long-haul transportation category, Star Flyer won No.1 for eight years in a row, getting the highest scores for the indexes of perceived value, recommendation and royalty. Skymark was ranked second, at the top for perceived value.
The survey targeted the following companies and brands.
Travel category: Ikyu.com, ANA Sales (ANA SKYWEB), H.I.S., Club Tourism, KNT, JTB (LOOK JTB, Ace JTB), JAL PAK (JAL e-Travel Plaza), Jalan.net, Nippon Travel Agency, Hankyu Travel (Trapics), Yomiuri Travel, Rakuten Travel, Rurubu Travel.
International Aviation category: ANA, JAL, Singapore Airlines, Cathay Pacific Airways, Thai Airways International, Korean Airlines, Asiana Airlines, Delta Air Lines, United Airlines.
Domestic Long-haul Transportation category: <Domestic Aviation> AIR DO, ANA, Jetstar Japan, JAL, Skymark, Star Flyer, Solaseed Air, Peach Aviation; <Shinkansen> Kyushu, Sanyo, Joetsu, Tokaido, Tohoku, Hokuriku, Hokkaido.
This survey conducted on Internet between August 16 and September 15, 2017 included 20,815 valid answers.
