30.2% of Non-Chatbot Users Are Open to Adoption; Top Dissatisfaction for Experienced Users Is 'Receiving the Same Answers Repeatedly' at 55.7%

System Research Co., Ltd. (Headquarters: Nagoya City, Aichi Prefecture), which operates "Creative Works Mall Aruru" (hereinafter "Aruru Mall"), conducted a survey on "chatbot usage for inquiry handling" targeting men and women aged 20 to 60 nationwide.

This survey found that the proportion of chatbot users and non-users was almost half and half.

The results showed that "receiving the same answers repeatedly" was the most common complaint among those who have used chatbots, at 55.7%. On the other hand, 30.2% of those who have not used chatbots responded that they "would consider using it depending on the content," indicating a certain degree of acceptance among non-users.

Survey Results

■ Top Complaint for Experienced Users: "Receiving the Same Answers Repeatedly" (55.7%) When asking experienced chatbot users about their points of dissatisfaction, "receiving the same answers repeatedly" was the most common at 55.7%. This was followed by "unable to find answers to questions" at 52.9% and "unable to inquire with a human" at 31.4%.

These findings indicate that the uniformity of responses and difficulty in reaching necessary information are challenges.

■ 30.2% of Non-Chatbot Users Respond "Would Consider Using It Depending on the Content" Among non-chatbot users, 30.2% responded that they "would consider using it depending on the content." Meanwhile, 45.3% stated "basically do not want to use it," and 22.4% said "would prefer human interaction if possible," showing that a cautious view remains strong among non-users.

Furthermore, 59.2% of experienced users who responded "would consider using it depending on the content" indicated a certain intention to reuse, suggesting that a significant portion of experienced users are willing to give chatbots another try.

■ Chatbots Are Suitable for "Contents That Can Be Resolved Quickly" When asked what kind of inquiries would be acceptable for chatbots, "checking delivery status" was 49.4%, "contents that can be resolved quickly" was 48.8%, and "order or reservation confirmation" was 46.0%, topping the list. Chatbots are sought for inquiries that are easy to process quickly, such as confirmations and routine guidance, rather than complex consultations.

■ Most Trusted Inquiry Method: "Phone" (55.8%) When it comes to the most trusted method for inquiry handling, "phone" was the most common at 55.8%. This shows a high level of trust in direct communication compared to chatbots and emails.

■ While There Is Acceptance, Challenges Emerge During Usage This survey revealed that while there is a certain degree of acceptance among non-chatbot users, actual usage brings to light challenges such as "receiving the same answers repeatedly" and "unable to find answers to questions."

Additionally, a certain number of users expressed dissatisfaction with "unable to inquire with a human," suggesting the importance of designing a proper flow that connects chatbot responses to human support, in addition to chatbot-only responses.

Detailed survey results can be found here: https://alulu.com/media/tips_chatbotsupport/

**※Request for citation/reprinting of data** When using the survey results and images from this release, please set a link to the official website URL of "Creative Works Mall Aruru" (https://alulu.com/) as the citation source.

**【Survey Overview】** Target: Men and women aged 20-60 nationwide Survey Period: March 31, 2026 Survey Organization: Crowdsourcing site Survey Method: Calculation of response ratios for each question item Valid Responses: 500 people

**【About Creative Works Mall Aruru】** "Aruru" values not only the charm of products and services but also "who you buy from," offering content that conveys the history of shops, the passion of producers, and the personality of artisans. Through this understanding, customers can encounter products they love. We will continue to strive to be a place where "people (stores) and people (customers)" gather and connect.

Aruru Mall https://alulu.com/

Inquiries https://alulu.com/contact/

**【Company Profile】** Company Name: System Research Co., Ltd. Head Office Location: 2-12 Iwatsuka Hon-dori, Nakamura-ku, Nagoya City, Aichi Prefecture 453-0861 Representative Director and President: Hiroshi Hirayama Company Website: https://www.sr-net.co.jp/