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📊 | FABRIC TOKYO Chief Operating Officer talks about "six walls" that make it difficult for existing major companies to enter DXNUMXC

Large wave DXNUMXC rushing to the photo retail industry.How to overcome the "wall" is the key to success (oonal)

FABRIC TOKYO Chief Operating Officer talks about "six walls" that make it difficult for existing major companies to enter DXNUMXC

If you write the contents roughly
Instead of the flow indicators such as sales that the existing major companies place importance on, we must set goals linked to the vision and shift to asset indicators such as LTV and customer satisfaction.

DXNUMXC is attracting attention as a new trend in the retail industry.F ... which is the pioneer and provides custom-made business wear → Continue reading

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Wikipedia related words

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Customer satisfaction

Customer satisfaction(Customers,British: customer satisfaction, CS) OrCustomer satisfactionIs some kind of satisfaction that a person feels when he or she purchases an item.The idea is that customers buy goods when they feel customer satisfaction.CompanyIn, the degree is evaluated regularly, and the next termproduct developmentIt may be used when connecting to.


In the United States1980A concept that began to be said from the generation.従来は生産者主導であったPreviously it was producer-ledProducts Ofquality・ Etc.consumer(customer)ofRequest,hobbyThe background is the idea that it would be better to put the.Also,Service industryBeginning withTertiary industryIt is said that the fact that the proportion of the society is increasing is also related.

Productivity,efficiencyIt is better for consumers to increase customer satisfaction at the expense of somerepeaterIt is said that the result is good through the conversion.

Shirahagi UniversityTomoyasu Sato (1929-2006), who served as a professor in the Faculty of Business Administration, is John Goodman of TARP in the United States.[1] 1970It is known in Japan that the results of investigating the correlation between the handling of complaints to consumers and the repurchase rate in the latter half of the generation are systematized as "Goodman's Law".[2][3].

1990Enter the generation, byCustomer loyaltyThe concept of is systematized and the true customer satisfaction is calculated.CRMIt is possible to build a consumer base for implementing.

In Japan in 1991Japan Management Association Research InstituteAdvocates (Customer Satisfaction Management) and conducts Japan's first (“Customer Satisfaction Survey of Products and Services”).

Survey method

Satisfaction levelI can't see or measurepsychologicalTargetsenseTo consumers to investigate what isquestionnaireBased on the results of the questionnaireData processing-analysisIt is common to calculate customer satisfaction by doing.

In recent years, the University of Michigan Business School has built a formula, based on which the American Society for Quality (American Society for Quality)ASQ) Announced the American Customer Satisfaction Index () by industry.

In Japan, with the support of the Ministry of Economy, Trade and Industry, the Service Industry Productivity Council has developed the JCSI (Japanese Customer Satisfaction Index). JCSI is an index that allows you to grasp the structure of customer satisfaction by modeling how you feel by purchasing and using products and services that are common to customers' purchasing behavior. JCSI has been in development for two years since 19, and has been in practical use since 2.In addition, JCSI is one of the largest customer satisfaction surveys in Japan. In addition to "customer satisfaction," "customer expectations (expectations / expectations before use)," "perceived quality (quality evaluation when used)," and "perceived value (to price)" It is a diagnostic system that can evaluate the services of each industry and company from multiple perspectives based on the six indicators of "convinced", "word-of-mouth (recommended to others)" and "loyalty (intention to continue using)". ..[2] .

An example of using this method in Japan isSoftbank BBProvided byYahoo! BBIntroduced in the Call Center Customer Satisfaction Survey.


As a derived word,Employee satisfaction,Customer loyaltyand so on.Customer loyaltyAs an index to measureNet promoter scoreIt is common to use.

claimA company with poor response is said to be "that company does not consider customer satisfaction", and a company with a low customer retention rate is "the customer of that company isCustomer loyaltyIs sometimes defined as "low".


  1. ^ knowledgebase (customer satisfaction) --TARP (PDF document)
  2. ^ Goodman's Law --NPO Customer Loyalty Association
  3. ^ As described, "Goodman's Law" was made into a law by the Japanese and was not born in the United States.生前の佐藤はこの名前には自らの著作権があると述べている(参考外部リンクSato in his lifetime states that the name is copyrighted (reference external link).[1]: Web Fish Taku on January 2008, 1).


  • Chris Dinovy, JD Power IV "JD Power All about Customer Satisfaction" (Diamond)ISBN-978 4478375204
  • Katsutoshi Niiyama "Post-Customer Satisfaction Textbook" (Asuka Publishing Co., Ltd.)ISBN-978 4756908896
  • Joji Ono "Knowledge of Customer Satisfaction [CS]" (Nikkei Publishing)ISBN-978 4532112202
  • Masahiro Kawaguchi "Why Customer Satisfaction Doesn't Realize-The Story of Mitsubachi Match" (JDC Publishing)ISBN-978 4890083718

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