March 15, 2013
  • Rakuten Card Co., Ltd.

Rakuten Card Tops 2012 JCSI Credit Card Category for the Fourth Consecutive Year

- Results of the FY2012 JCSI Survey Announced -

TOKYO, March 15, 2013 – Rakuten Card Co., Ltd. today announced that Rakuten Card received the top customer satisfaction score in the credit card category of the FY2012 Japanese Consumer Satisfaction Index (JCSI) Survey released on March 14, by the Service Productivity & Innovation for Growth Association. This marked the fourth consecutive year that Rakuten Card has received the top score.

The survey unveils the customer satisfaction scores for various service industries. Rakuten Card once again received the top customer satisfaction score in the credit card category consisting of 10 credit card providers. Rakuten Card has received the top customer satisfaction score in this category every year since the start of the survey four years ago. This places Rakuten Card in distinct company, as only six (*1) out of the approximately 400 companies evaluated have received the top customer satisfaction score in their respected category over four consecutive years.

Rakuten Card will continue to develop and improve services, creating an even better environment for customer convenience in order to maintain this score moving forward.

Credit Card Category / Rakuten Card’s Customer Satisfaction Rankings

・Customer Satisfaction Score:       77.5 (median score of the industry: 71.6)

・Customer Expectations (toward the company / brand):          68.5 (median score of the industry: 69.2)

・Perceived Quality (overall quality score):  75.1 (median score of the industry: 72.4)

・Perceived Value (cost performance):         74.7 (median score of the industry: 68.5)

・Word of Mouth (intent to recommend to others):     55.5 (median score of the industry: 55.4)

・Loyalty (intention of future use): 68.0 (median score of the industry: 64.9)


For further details please see the following:

Service Productivity & Innovation for Growth Association: 

For more information about Rakuten Card, please visit the website below:


■About the Japanese Customer Satisfaction Index (JCSI)

The Japanese Customer Satisfaction Index (JCSI) is an indicator created by the Service Productivity & Innovation for Growth Association in fiscal 2009 that assesses customer satisfaction scores to compare and examine a variety of Japanese industries. This survey uses statistic methods to collect responses from more than 120,000 users annually, making it Japan’s largest customer satisfaction survey covering an extensive range of industries. For fiscal 2012, the survey was conducted for 378 companies in Japan’s 31 largest service industries. Stemming from the idea that customer satisfaction is both sensory and subjective, the survey considers six areas including customer expectations, perceived quality, perceived value, customer satisfaction, word of mouth, and loyalty.

(*1) The six companies include Rakuten Card (Credit Cards), Hankyu Railway (Railway Transportation), Singapore Airlines (International Airlines), SBI Sumishin Net Bank (Banking), Imperial Hotel (City Hotels), and Yamato Transport (Sector: Home Delivery Services).

*Please note that the information contained in press releases is current as of the date of release.

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