No.2477
09/25/2020

Consumer Survey on Living Assistance Services in Japan: Key Research Findings 2020​

Yano Research Institute (the President, Takashi Mizukoshi) has conducted a consumer survey on the living assistance services in Japan. This survey is targeted at users and prospective users of living assistance services, and is analyzed comparatively to results from same survey done in the past. Here, some findings from the survey is announced.​


Consumer Trends in Use of Living Assistance Services
Consumer Trends in Use of Living Assistance Services

Summary of Research Findings

Based on the results of questionnaire survey, this research analyzes consumer trends on usage of major services that assists everyday life of general consumers (home security service, housekeeping service, furniture/home electric appliances rental service, laundry delivery/pickup service, emergency service, delivery locker service, and food trucks/supermarket on wheels).

Usage rate (as a total of "using regularly" and "using only when needed") of "home security service" was 7.0% (6.8% for 2018 survey). Since it is one of the housing equipment, usage rate was higher than for other living assistance services.

Usage rate (as a total of "using regularly" and "using only when needed") of "housekeeping service" was 1.5% (1.1% for 2018 survey). Current services are done by operators in consumers' houses; however, with more attention paid on services provided outside of home like personal shopper service, usage rate is on the rise.

Growth of usage rate (as a total of "using regularly" and "using only when needed") of "furniture/home electric appliances rental service" remained flat, attaining 0.7% (0.7% for 2018 survey). Main users are single household who lives in rented house. Provision of the services are assumed to be demanded stably at certain level.  

Usage rate of laundry delivery/pickup service (as a total of "using regularly" and "using only when needed") resulted as 2.8% (2.7% for 2018 survey). While the number of businesses operating laundry delivery/pickup are increasing in recent years, demand is expanding for the service together with seasonal clothes storage service.

Usage rate of laundry delivery/pickup service (as a total of "using regularly" and "using only when needed") resulted as 2.8% (2.7% for 2018 survey). While the number of businesses operating laundry delivery/pickup are increasing in recent years, demand is expanding for the service together with seasonal clothes storage services.  

Usage rate of "delivery lockers" reached 3.5% (2.0% for 2018 survey). With influence of COVID-19,  non-contact delivery services started; usage rate is projected to continue growing hereafter. 

For "emergency services", the usage rate (as a total of "using regularly" and "using only when needed") was 4.1%. As the use of service occurs unexpectedly at the time of emergency,  and therefore is not the type of service to be used daily upon one's will, actual usage rate is estimated as 8.3%, which includes 4.2% of respondents that answered "used before".  
Usage rate (as a total of "using regularly" and "using only when needed") of "food trucks/supermarket on wheels" resulted 1.8%. Because this service is used when necessary, actual usage  is assumed as 5.0%, including 3.2% of respondents who have used the service in the past.

Noteworthy Topics

Influence of Changes in Working Environment on Use of Living Assistance Services

Although the work-style reform had been promoted for years, it was the influence of COVID-19 that  enabled rapid penetration of working outside of office, such as work from home and telework. Such changes in working environment affected considerably on circumstances of living assistance services. Meanwhile, the survey result revealed that usage rate of the living assistance services are generally low. Regardless of difference in the way the services are provided, i.e. provided face-to-face or without contact, service providers are expected to expand users by securing safety in proper provision of human services and spatial services. ​

Research Outline

1.Research Period: May 2020
2.Research Object: General consumers/ age over 25/ residents of Hokkaido, Saitama, Chiba, Tokyo, Kanagawa, Aichi, Osaka, Hyogo, Hiroshima, and Fukuoka.
3.Research Methogology: Online survey via Internet

Consumer Survey on Living Assistance Services

In this research, questionnaire survey on everyday life is conducted with total of 10,276 general consumers over age 25 (6,018 male respondents, 4,258 female respondents, number of respondents approximately even at all age groups) who lives in Hokkaido, Saitama, Chiba, Tokyo, Kanagawa, Aichi, Osaka, Hyogo, Hiroshima, and Fukuoka, to analyze trends and facts about utilization of living assistance services. Here, findings for major living assistance services (home security service, housekeeping service, furniture/home electric appliances rental service, laundry delivery/pickup service, emergency service, delivery locker service, and food trucks/supermarket on wheels) are discussed.​

<Products and Services in the Market>

Housekeeping service, house cleaning service, home security service, surveillance [watch] service, furniture/home electric appliances rental service, laundry home delivery/pick-up service, clothes storage service, emergency service, laundromat, delivery locker, food trucks and supermarket on wheels

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