The report highlights brands that customers have ranked highest for customer experience excellence; across the Six Pillars of customer experience - personalisation, integrity, time and effort, empathy, resolution and expectations.
Based on a survey of almost 2508 consumers across 108 brands and 9 sectors in the Indian market, the report identifies which brands consumers ranked highest for customer experience excellence. Brands were ranked across The Six Pillars of Customer Experience Excellence to identify the leaders across: Personalisation; Integrity; Expectations; Resolution; Time & Effort and Empathy. The report further stated that with India having an incredibly diverse population, brands have to cater to a wide range of customers from a plethora of backgrounds, cultures and varying sensibilities. The winners are those organisations which appeal to a customer’s core values, score high on the integrity quotient and reduce friction in the transaction cycle.
© 2020 KPMG, an Indian Registered Partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved.