According to an online survey conducted in Japan in 2023, poor site navigation and the lack of desired information was the most common consumer experience when visiting companies' frequently asked question (FAQ) pages. Closely related, 43.5 percent of respondents reported checking the FAQs after encountering a problem, but the issue remained unresolved.
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Most common consumer experiences with companies' frequently asked questions (FAQ) websites in Japan as of September 2023
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Most common consumer experiences with companies' frequently asked questions (FAQ) websites in Japan as of September 2023
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Original question: “What is your experience of using FAQ sites of companies?”
Respondents were people living in Tokyo, Kanagawa, Saitama, Chiba, Osaka, Aichi and Fukuoka Prefecture, who have made use of customer inquiry methods between January and September 2023.
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PR Times, & RightTouch. (November 2, 2023). Most common consumer experiences with companies' frequently asked questions (FAQ) websites in Japan as of September 2023 [Graph]. In Statista. Retrieved June 16, 2025, from https://www.statista.com/statistics/1459701/japan-consumer-experience-company-faq-page/
PR Times, und RightTouch. "Most common consumer experiences with companies' frequently asked questions (FAQ) websites in Japan as of September 2023." Chart. November 2, 2023. Statista. Accessed June 16, 2025. https://www.statista.com/statistics/1459701/japan-consumer-experience-company-faq-page/
PR Times, RightTouch. (2023). Most common consumer experiences with companies' frequently asked questions (FAQ) websites in Japan as of September 2023. Statista. Statista Inc.. Accessed: June 16, 2025. https://www.statista.com/statistics/1459701/japan-consumer-experience-company-faq-page/
PR Times, and RightTouch. "Most Common Consumer Experiences with Companies' Frequently Asked Questions (Faq) Websites in Japan as of September 2023." Statista, Statista Inc., 2 Nov 2023, https://www.statista.com/statistics/1459701/japan-consumer-experience-company-faq-page/
PR Times & RightTouch, Most common consumer experiences with companies' frequently asked questions (FAQ) websites in Japan as of September 2023 Statista, https://www.statista.com/statistics/1459701/japan-consumer-experience-company-faq-page/ (last visited June 16, 2025)
Most common consumer experiences with companies' frequently asked questions (FAQ) websites in Japan as of September 2023 [Graph], PR Times, & RightTouch, November 2, 2023. [Online]. Available: https://www.statista.com/statistics/1459701/japan-consumer-experience-company-faq-page/
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