"First large-scale customer satisfaction survey on flower shops in Japan"

The Japan Flower Vase Life Improvement Council has transmit a large - scale customer satisfaction ( CS ) survey of Nipponese flower retailers ( specialist shops and aggregate selling Ernst Boris Chain ) . Six heyday stores were select : Aoyama Flower Market ( AFM ) , Hibiya Kadan ( Flower specialty stores ) , Cainz ( menage center ) , Aeon , Yaoko , and co - op Mirai ( Supermarkets).The survey was entirely funded by a grant from the Nipponese Ministry of Agriculture , Forestry and Fisheries . This custom survey , using the Japanese Customer Satisfaction Index ( JCSI ) framework ( Japan Productivity Center ) , compatible with the globally used American CSI , allows ill-tempered - sectioned comparisons across service industries .

This sight was planned with the aim of get an accusative overview of the service standards of flower retailer from the client ’s perspectives . Such marketing data for benchmarking has been scarce in the Nipponese bloom industry which is dominated by low and medium - sized entities . central findings1 . Hibiya Kadan , a distinctiveness flower store , bluster a remarkably high standard of client expiation ( CS ) , with 80.7 out of 100 point , which is on par with top serve companionship such as lead luxury urban center hotel . Despite its good-looking modal customer spending , Hibiya Kadan overwhelms mass retailer in the valuation of cost performance , too . The on-line purchase charge per unit is judge to be over 9 % , attaining eminent client gratification comparable to physical shops.2 . There may be further market opportunities in the relatively underexplored expanse between specialism heyday stores and aggregate retail merchant . Aoyama Flower Market ( AFM ) render a successful example of such an eclectic mannequin . It achieved an above - mediocre ( 73.8 ) score of 75.4 . AFM ’s cardinal CS indices show bimodal peaks : one dwell of buff of first tier CS ( approx . 20 % , out of 10 classes ) who appreciate quality , design , and service skills , and another is make up of the convenience - ride , third to fourth tiers with comely level of satisfaction.3 . The CS scores of the 4 flock merchandisers underperformed the norm . Text mining analytic thinking argue that flowers for traditional everyday altar offerings account for more than 30 % of total purchase items among the substance abuser of aggregate retailers . menage shopping mall ( Cainz ) customers tend to librate price performance . Seasonal flowers are pop among supermarket user including Aeon . It would be in the supermarkets ' best interest to improve caliber perception first . Their product and service call for more worked up impetus to further a feeling of satisfaction , as show by the Delight Index.4 . Around 20 % of customers say that they felt up dissatisfied in some way during the last 1 yr of purchase experience . While 5.6 % of customers press out their discontent , 16 % remain still . A clear return procedure may be contributing to ” retrieval ” or good charge treatment .

Use of the results of this custom survey for commercial function or ads is not allowed . chatter here to translate more of the paper .