Multidimensional Measurement of Customer Satisfaction and Loyalty
First written in FY2021. 6 of 7 entries say "Advanced", first in FY2022. Latest entry: FY2026.
No other company in this theme has enough history to compare yet.
- FY2026AdvancedAnnual report
「As a result, the CX metric was 6.52, steadily improving from 5.51 in the previous survey (fiscal 2022).」
The CX metric reached 6.52 in the 2025 customer satisfaction survey, up from 5.51 in the previous survey. The referral rate from existing customers remained high at 65.2%. - FY2025AdvancedAnnual report
「The proportion of newly opened accounts resulting from referrals by existing customers remained high at 68.3% in the current fiscal year. The customer loyalty survey found that the Company's loyalty metric was higher than the average for face-to-face securities companies, which the Company believes reflects customers' positive assessment of its face-to-face business model.」
The referral rate from existing customers rose to 68.3% in the current fiscal year from 53.8% in the previous fiscal year. The Company also stated its policy of conducting customer loyalty surveys regularly to assess the results of its initiatives. - FY2023AdvancedAnnual report
「The proportion of newly opened accounts resulting from referrals by existing customers remained high at 53.8% in the current fiscal year. The Company also conducted a customer loyalty survey during the current fiscal year. The survey found that the Company's loyalty metric was higher than the average for face-to-face securities companies, which the Company believes reflects customers' positive assessment of its face-to-face business model.」
The referral rate from existing customers rose to 53.8% in the current fiscal year from 49.7% in the previous fiscal year. The Company also conducted a customer loyalty survey and disclosed that its CX metric of 5.53 exceeded the 5.41 average for face-to-face securities companies. - FY2022AdvancedAnnual report
「The proportion of newly opened accounts resulting from referrals by existing customers remains high, at 49.7% in the fiscal year ended March 2022. The Company also conducted a customer loyalty survey during the current fiscal year.」
The Company disclosed a 49.7% referral rate from existing customers and conducted a customer loyalty survey. It also reported that the loyalty metric was higher than the average for face-to-face securities companies. - FY2021First statedAnnual report
「Various methods for measuring customer satisfaction have been developed in recent years. Our Group is also preparing to measure satisfaction and loyalty from multiple perspectives. Going forward, based on the survey results, we will verify the effectiveness of the metrics and take the necessary measures.」
In addition to the referral rate from existing customers, the Company newly specifies a survey to measure customer satisfaction and loyalty from multiple perspectives and to verify the effectiveness of the metrics.