Gap of '18,000 yen on average' between consumer expectations and reality regarding compensation for cleaning accidents - Survey of 103 people
Delivery cleaning comparison site 'cccleaning' surveyed 103 people on their expectations for cleaning accident compensation. Finding an average gap of 18,158 yen from the actual standard, the survey highlights a widespread lack of understanding of the compensation system.
📋 Article Processing Timeline
- 📰 Published: April 14, 2026 at 19:00
- 🔍 Collected: April 14, 2026 at 10:31
- 🤖 AI Analyzed: April 19, 2026 at 18:02 (127h 31m after Collected)
The home delivery cleaning comparison site "cccleaning" (https://cccleaning.jp) conducted a consumer awareness survey regarding compensation amounts in the event of cleaning accidents. Targeting 103 men and women nationwide, they asked, "If your most expensive piece of clothing had a cleaning accident, how much do you think would be refunded?" and investigated the difference between their expectations and the actual compensation amount based on the compensation standards of Zenkuren (National Federation of Cleaning Life Hygiene Cooperative Associations).
Background of the Survey
When a cleaning accident (damage, loss, discoloration of clothing, etc.) occurs, many cleaning businesses calculate the compensation amount based on the "Cleaning Accident Compensation Standards" established by Zenkuren. However, under these standards, the compensation amount is reduced by multiplying the purchase price of the clothing by a "compensation ratio according to the number of years of use," so the purchase price is not returned as is.
To investigate whether this system is fully known, a survey was conducted to compare consumers' "expected compensation amount" and the "actual compensation amount" based on Zenkuren standards.
In this survey, the purchase price self-reported by the respondents is considered the "reacquisition price" (the price when newly purchasing an equivalent product) under the Zenkuren standards to calculate the compensation amount.
Survey Results Summary
1. An average gap of 18,000 yen between expected and actual compensation amounts
When comparing the compensation amount expected by respondents with the actual compensation amount calculated using Zenkuren's compensation standards (Class B, regular use items), there was an average gap of 18,158 yen.
Actual amount was higher than expected (underestimated): 60 people (58%)
Actual amount was lower than expected (overestimated): 43 people (42%)
Almost no one was able to correctly grasp the compensation amount, highlighting that the majority of consumers estimate the compensation amount based on a "vague image."
2. 10% believe they will "get a full refund"
Looking at the breakdown of expectations, the most common was "Zero/Don't know" (30%), followed by "About half" (26%) and "10,000 yen or less" (19%).
While only 10% expect a "full refund," "Zero/Don't know" was the most common answer, revealing the reality that the compensation system itself is unknown.
3. 50% of people who learned the compensation amount said "their choice of business would change"
In a follow-up question after seeing the difference between expected and actual compensation amounts, 50% of respondents answered that "their choice of business would change (if they had known)."
Also, 70% answered that they "want to tell family and friends," indicating that information on compensation amounts is useful to consumers and information they want to share.
4. Cases with particularly large gaps
Looking at cases where the difference between expectation and reality was large, a significant gap was seen in expensive items like kimonos and traditional Japanese clothing.
Because kimonos have a long useful life of 10 years set by Zenkuren standards, a relatively high compensation ratio is maintained even after 5 years or more. However, many consumers do not know this system and tend to give up, thinking "old clothes won't be refunded."
Summary
This survey revealed the following realities regarding compensation amounts for cleaning accidents:
- There is an average gap of 18,000 yen between consumers' expectations and actual compensation amounts
- "Zero/Don't know" is the most common at 30%. The compensation system itself is unknown
- Half of those who learned the compensation amount answered "their choice of business would change"
- 70% answered "I want to tell family and friends." High willingness to share information
When choosing a cleaning business, not only price and convenience, but also "how they will respond in the unlikely event of an accident" is an important criterion. Our site has published a free tool that allows you to simulate compensation amounts in advance.
Compensation Amount Simulator: https://cccleaning.jp/tool/compensation/
Compensation Amount Simulator (Simple Version): https://cccleaning.jp/tool/compensation/simple.html
Survey Overview
About the operating site
cccleaning (https://cccleaning.jp) is an information site where you can compare the prices, services, and compensation rules of 37 home delivery cleaning companies. From the perspective of an actual user, we support choosing a business that includes not only price but also response capability in the event of an accident.
Media coverage track record
note money
Background of the Survey
When a cleaning accident (damage, loss, discoloration of clothing, etc.) occurs, many cleaning businesses calculate the compensation amount based on the "Cleaning Accident Compensation Standards" established by Zenkuren. However, under these standards, the compensation amount is reduced by multiplying the purchase price of the clothing by a "compensation ratio according to the number of years of use," so the purchase price is not returned as is.
To investigate whether this system is fully known, a survey was conducted to compare consumers' "expected compensation amount" and the "actual compensation amount" based on Zenkuren standards.
In this survey, the purchase price self-reported by the respondents is considered the "reacquisition price" (the price when newly purchasing an equivalent product) under the Zenkuren standards to calculate the compensation amount.
Survey Results Summary
1. An average gap of 18,000 yen between expected and actual compensation amounts
When comparing the compensation amount expected by respondents with the actual compensation amount calculated using Zenkuren's compensation standards (Class B, regular use items), there was an average gap of 18,158 yen.
Actual amount was higher than expected (underestimated): 60 people (58%)
Actual amount was lower than expected (overestimated): 43 people (42%)
Almost no one was able to correctly grasp the compensation amount, highlighting that the majority of consumers estimate the compensation amount based on a "vague image."
2. 10% believe they will "get a full refund"
Looking at the breakdown of expectations, the most common was "Zero/Don't know" (30%), followed by "About half" (26%) and "10,000 yen or less" (19%).
While only 10% expect a "full refund," "Zero/Don't know" was the most common answer, revealing the reality that the compensation system itself is unknown.
3. 50% of people who learned the compensation amount said "their choice of business would change"
In a follow-up question after seeing the difference between expected and actual compensation amounts, 50% of respondents answered that "their choice of business would change (if they had known)."
Also, 70% answered that they "want to tell family and friends," indicating that information on compensation amounts is useful to consumers and information they want to share.
4. Cases with particularly large gaps
Looking at cases where the difference between expectation and reality was large, a significant gap was seen in expensive items like kimonos and traditional Japanese clothing.
Because kimonos have a long useful life of 10 years set by Zenkuren standards, a relatively high compensation ratio is maintained even after 5 years or more. However, many consumers do not know this system and tend to give up, thinking "old clothes won't be refunded."
Summary
This survey revealed the following realities regarding compensation amounts for cleaning accidents:
- There is an average gap of 18,000 yen between consumers' expectations and actual compensation amounts
- "Zero/Don't know" is the most common at 30%. The compensation system itself is unknown
- Half of those who learned the compensation amount answered "their choice of business would change"
- 70% answered "I want to tell family and friends." High willingness to share information
When choosing a cleaning business, not only price and convenience, but also "how they will respond in the unlikely event of an accident" is an important criterion. Our site has published a free tool that allows you to simulate compensation amounts in advance.
Compensation Amount Simulator: https://cccleaning.jp/tool/compensation/
Compensation Amount Simulator (Simple Version): https://cccleaning.jp/tool/compensation/simple.html
Survey Overview
About the operating site
cccleaning (https://cccleaning.jp) is an information site where you can compare the prices, services, and compensation rules of 37 home delivery cleaning companies. From the perspective of an actual user, we support choosing a business that includes not only price but also response capability in the event of an accident.
Media coverage track record
note money