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.
Most common consumer experiences with companies' frequently asked questions (FAQ) websites in Japan as of September 2023
Adjust the presentation of the statistic and data points.
Share the statistic on social media channels or embed the statistic in your
website using "Embed Code", where available.
Cite this statistic and select one of the following formats: APA, Chicago, Harvard, MLA & Bluebook.
Print the statistic including description and metadata.
Chart type
Most common consumer experiences with companies' frequently asked questions (FAQ) websites in Japan as of September 2023
Share this statistic
You have no right to use this feature.
Make sure to contact us if you are interested in scientific citation.
You can upgrade your account to enable this functionality for all statistics.
This feature is not available with your current account.Request access
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.
Learn more about how Statista can support your business.
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 02, 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 02, 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 02, 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 02, 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/
Profit from additional features with an Employee Account
Please create an employee account to be able to mark statistics as favorites.
Then you can access your favorite statistics via the star in the header.
Profit from the additional features of your individual account
Currently, you are using a shared account. To use individual functions (e.g., mark statistics as favourites, set
statistic alerts) please log in with your personal account.
If you are an admin, please authenticate by logging in again.