On November 7, Nippon Travel Agency was ranked first in "customer satisfaction" in the Japanese Customer Satisfaction Index (JCSI) survey. This is the first time for the travel industry. The agency also ranked first in perceived quality, recommendation intention, and loyalty. The JCSI survey is one of the largest customer satisfaction surveys in Japan, conducted by the Japan Productivity Center Service Industry Productivity Council, a public interest incorporated foundation, since 2009. The aim of the survey is to quantify and visualize "customer satisfaction," which is important in measuring the productivity of the service industry, and to use the information to contribute to the growth of companies and industries. Customer satisfaction, which was ranked first, is "the degree of satisfaction felt when using the service," perceived quality is "the evaluation of the quality felt when actually using the service," recommendation intention is "whether or not you positively tell others about the content of the service you used," and loyalty is "the intention to reuse the service, such as whether you want to continue using the service in the future or use it more frequently." Nippon Travel Agency says, "We aim to maximize customer satisfaction across the entire group."