日本版顧客満足度指数NO.1の座は?

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 近年、サービス業界が激変している。サービス産業生産性協議会が実施している「日本版顧客満足度指数」調査で、歴代上位をひたすら走り続けてきたディズニーが、トップ10落ちすることが確定したのだ。今、サービス業界では、いったい何が起きているのだろうか。
 
【2015年度日本版顧客満足度指数、モスバーガーとドトールコーヒー初の顧客満足1位 スタバは3位に落ちる】

 
1:2015/06/13(土) 20:39:37.52 ID:
http://www.gourmetbiz.net/12625/
サービス産業生産性協議会(代表幹事:秋草直之 富士通株式会社顧問)は、
2015年度「JCSI(日本版顧客満足度指数:Japanese Customer Satisfaction Index)」第1回調査として、
6業種(コンビニエンスストア、シティホテル、ビジネスホテル、飲食、カフェ、事務機器)における、のべ64企業もしくはブランドの満足度などを発表した。

【各業種の顧客満足1位企業・ブランド】
・セブン-イレブン(コンビニエンスストア) 5年ぶり顧客満足1位、他4指標でも1位。
・帝国ホテル(シティホテル) 7年連続顧客満足1位。
・リッチモンドホテル(ビジネスホテル) 2年ぶり顧客満足1位。
・モスバーガー(飲食) 高い顧客期待、知覚品質を受け初の顧客満足1位。
・ドトールコーヒー(カフェ) 知覚価値、ロイヤルティの評価で初の顧客満足1位。
・富士ゼロックス(事務機器) 5年連続顧客満足1位

■コンビニエンスストア
コンビニエンスストアの顧客満足1位は5年ぶりの「セブン-イレブン」。顧客満足のほか、顧客期待、
知覚品質、推奨意向、ロイヤルティの4指標で1位、知覚価値で2位と、高い評価を受けている。
顧客満足2位は前年度1位の「セイコーマート」。知覚価値で1位となったほか、5指標で「セブン-イレブン」に次ぐ評価となっている。

■シティホテル

■ビジネスホテル

■飲食
飲食全体の顧客満足を比較すると「モスバーガー」が前年度3位から1位へ躍進し、次いで2位「スシロー」、3位「リンガーハット」の順となっている。
「モスバーガー」は顧客期待、知覚品質、推奨意向、ロイヤルティで評価が高い。
2位の「スシロー」はロイヤルティをはじめ知覚価値、推奨意向で高い評価を得ている。リンガーハットは初調査で3位となった。

カテゴリーをレストランチェーンとファストフード店(丼・麺・カレーを含む)に分けた場合は、それぞれ「スシロー」「モスバーガー」が1位となる。
・飲食総合

・レストランチェーン

・ファストフード店

<顧客満足>
1位:モスバーガー(75.5)
2位:スシロー(74.9)
3位:リンガーハット(74.5)
4位:びっくりドンキー/丸亀製麺(73.0)
6位:幸楽苑(72.8)
7位:木曽路(72.6)
8位:サイゼリヤ(72.1)
9位:くら寿司(72.0)
10位:CoCo壱番屋(70.8)
11位:餃子の王将(69.7)
12位:ケンタッキーフライドチキン(69.2)

■カフェ

前年度の「スターバックス」に替わり、「ドトールコーヒー」が初の顧客満足1位。顧客期待、知覚品質は中央値程度ながら知覚価値が高い評価を受けた。
2位には前年度同位の「ベローチェ」が高い知覚価値でランクインしており、3位には顧客期待、知覚品質、
推奨意向、ロイヤルティで1位となった「スターバックス」、4位には顧客期待、知覚品質、推奨意向で高い評価の「コメダ珈琲店」が続く。
カフェの顧客満足は、1位から7位までの差が小さいという点が特徴的である。

■事務機器

3:2015/06/13(土) 20:44:29.12 ID:
モスバーガーの一番満足できない点は「近場にない」こと
30:2015/06/13(土) 21:23:31.71 ID:
確かに15年前のモスは美味しかった

今のモスはパティがまずい

33:2015/06/13(土) 21:31:26.81 ID:
>>30
リーマン後くらいに給食のハンバーガーみたいなパティに替えたせいだと思う
62:2015/06/13(土) 22:27:52.23 ID:
ドトールの社長は、今後はコメダをパクった星野珈琲に全力投球で、東京都心も星野珈琲でいくっていってたぞ
ドトールから星野珈琲に鞍替えしてくんだとさ。

顧客満足度一位なのに。捨てるのか、この経営スタイル

64:2015/06/13(土) 22:28:25.80 ID:
やっぱコーヒーは、コンビニの100円淹れたてコーヒーを
コンビニの外で飲みながらタバコをふかして天を仰ぐ。
コレに尽きる。
135:2015/06/14(日) 09:45:56.39 ID:
>>30
加齢による味覚障害だよ。
141:2015/06/14(日) 11:36:41.12 ID:
ドトールのブレンドは美味しいので買って飲む。
このランキングは自分の中のランキングとほぼ同じなので納得である。
158:2015/06/14(日) 12:40:44.26 ID:
飲食には大戸屋は入ってないのか
地味にがんばってると思うんだがなあ
216:2015/06/15(月) 01:20:24.22 ID:
>>30
やっぱりそう思うか!
周りに言っても同意してもらえずくやしい
 
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