Zapath Releases '2026 Patient Awareness Survey on Customer Experience in Aesthetic Medicine'

Zapath (Headquarters: Shibuya, Tokyo; Representative Director: Atsuhiro Shinohe) conducted the "2026 Patient Awareness Survey on Customer Experience in Aesthetic Medicine," targeting 485 individuals who have utilized aesthetic medical services.

The survey aimed to quantitatively clarify where patients accept AI engagement versus where they demand human interaction, amidst an environment of information overload and intensifying clinic competition.

■ Key Findings Summary
- High acceptance of AI/hybrid support for "routine administrative tasks" such as inquiries.
- Approximately 70% demand "human interaction" for areas "involving medical judgment."
- AI support reached 50.5% for "deep concerns too embarrassing to discuss with humans."
- 80.4% stated that "quality of interaction" determines their intent to return.
- Key drivers for attrition were "pushy sales of high-priced contracts" (50.1%) and "scripted, robotic responses from physicians" (47.6%), both rooted in "quality of service."

■ Detailed Findings
1. Clear Distinction Between AI-Delegated and Human-Demanded Areas
For routine administrative tasks such as appointment changes, cancellations, and payment processing, 36.7% preferred AI. Conversely, for areas concerning medical judgment and safety, such as "primary response to post-operative anxiety" (62.5%) and "emergency assessment for side effects" (69.5%), the demand for human interaction remained dominant.

2. AI is Preferred for Deep Concerns
In consultations regarding complexes, 50.5% of respondents preferred discussing "serious concerns they cannot speak to others about" with an AI, significantly higher than the 22.5% who preferred a human.

3. Human Quality Determines Retention and Churn
80.4% indicated that interaction quality influences retention. Top reasons for deciding "never to return" included "being pressured into unwanted high-priced sets or same-day contracts" (50.1%) and "physicians providing scripted, manual-based explanations" (47.6%).

4. Personalized Proposals are Key to Retention
When asked about the deciding factor for continuing treatment, "personalized customized treatment proposals" was the overwhelming leader at 67.8%.

■ Survey Overview
Survey Name: 2026 Patient Awareness Survey on Customer Experience in Aesthetic Medicine
Survey Entity: Zapath Inc.
Methodology: Internet Research
Duration: May 19 (Tue) – May 22 (Fri), 2026
Valid Responses: 485
Target: Individuals nationwide who have undergone aesthetic medical procedures.