Rakuten Mobile Ranks First in 2024 Oricon Customer Satisfaction Survey of Mobile Carriers for Second Consecutive Year

Tokyo, December 2, 2024 - Rakuten Mobile, Japan’s newest and most modern mobile network, today announced it has been awarded first place overall in the 2024 Oricon Customer Satisfaction Survey of Mobile Carriers conducted by oricon ME inc.

Rakuten Mobile secured the top spot in seven out of nine categories, earning the overall first-place ranking^*1 for the third time following 2021 and 2023, and the top ranking in the Pricing Plans category for the fourth year in a row^*2.

Rakuten Mobile ranked first in the following seven categories: Subscription Procedure, Campaigns, Ease of Initial Setup, Pricing Plans, Usage Fees, Support Services and Additional Services. The Pricing Plans, Usage Fees and Campaigns categories received particularly high ratings, with the ratings for Willingness to Recommend and Willingness to Continue improving on the 2023 survey results^*3,4.

2024 Oricon Customer Satisfaction Survey of Mobile Carriers: Overall Ranking

2024 Oricon Customer Satisfaction Survey of Mobile Carriers: Category Rankings

Source for Image: Mobile Carrier ranking news release, published on December 2, 2024 by oricon ME inc.

2024 Oricon Customer Satisfaction Survey of Mobile Carriers: Willingness to Recommend

2024 Oricon Customer Satisfaction Survey of Mobile Carriers: Willingness to Continue

As part of the company’s commitment to offering affordable mobile services to a broad range of customers, Rakuten Mobile has introduced several new programs this year. These include the Saikyo Family Program, Saikyo Youth Program, Saikyo Kids Program and Saikyo Senior Program^*5-7, which together enable a wide range of customers to enjoy the Rakuten Saikyo Plan at an even more affordable price.

In addition to these programs, Rakuten Mobile offers various benefits to Rakuten Saikyo Plan subscribers, including discounts on popular streaming services such as Hulu and DAZN, and other benefits linked with Rakuten Group services such as Rakuten Ichiba and Rakuten Card.

The company has also continued to roll out initiatives to drive growth in the subscriber base and attract new customers. The Rakuten Mega Deal Festival, held four times in 2024, offered up to 30,000 Rakuten Points for first-time users of both the Rakuten Saikyo Plan and Rakuten Card, resulting in a total of more than 160,000 new subscriber applications^*8. Furthermore, the ongoing Rakuten Mobile Referral Campaign has contributed over 400,000 referrals, steadily expanding the Rakuten Mobile community^*9.

Rakuten Mobile will continue to strengthen its collaboration with Rakuten Group services to provide even more customers with convenient and affordable mobile services.

Overview of 2024 Oricon Customer Satisfaction Survey of Mobile Carriers
Conducted by: oricon ME inc.
Survey method: Online survey
Survey period: July 24 – August 14, 2024
Sample size: 8,464 people
Minimum number of respondents: 100 people
Number of companies surveyed: 4 companies
Type of company: Companies that own their own mobile network and provide communication services directly under their own brand
About survey respondents: Gender: Unspecified; Age: 15-84 years old (excluding junior high school students); Region: Nationwide
Conditions: Respondents must meet all of the following conditions

1.  Have newly contracted, changed devices, or switched carriers for a smartphone or feature phone since 2023 and currently use it as their main device
2.  Were involved in the selection of the service
3.  Are aware of the service fees (excludes corporate users)
   Official site: https://life.oricon.co.jp/rank-mobile-carrier/ (*Japanese page)

Notes
*1 2024 Oricon Customer Satisfaction Survey of Mobile Carriers Ranking
https://life.oricon.co.jp/information/787 (*Japanese page)
*2 2023 Oricon Customer Satisfaction Survey of Mobile Carriers Ranking
https://life.oricon.co.jp/rank-mobile-carrier (*Japanese page)
*3 Willingness to Recommend is calculated based on respondents' evaluation of how likely they are to recommend the company's services to friends and acquaintances, summarized into four levels. 
*4 Willingness to Continue is calculated based on respondents' evaluation of how likely they are to continue using the company's services, summarized into four levels. 
*5 Rakuten Saikyo Plan (Data Type) and Apple Watch Family Sharing customers are not eligible for the programs.
*6 If customers using the Saikyo Youth Program, Saikyo Kids Program, or Saikyo Senior Program have multiple lines, only one line is eligible for each program.
*7 Registration is required for the Saikyo Youth Program, Saikyo Kids Program and Saikyo Senior Program. Rakuten Points awarded are limited-time points. Points are awarded monthly starting from the end of the second month after the month in which the entry is confirmed on the dedicated page for each program.
*8 Number of applications as of the end of the third Rakuten Mega Deal Festival.
*9 Number of referrals as of May 2024 for the Rakuten Mobile Referral Campaign.

*Hulu is a trademark of Hulu, LLC. DAZN is a trademark of DAZN Limited. Product names and service names published in this press release are generally trademarks or registered trademarks of their respective companies. Trademarks such as TM and ® may be omitted when trademarks are listed in this press release.