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2019 New Zealand Customer Experience Excellence Report

2019 New Zealand Customer Experience Excellence Report

The key to success lies in the quality of your connection to the customer.

The key to success lies in the quality of your connection to the customer.

In a world of extreme disruption, the key to success lies in the quality of your connection to the customer.

Our 2019 KPMG New Zealand Customer Experience Excellence Report showcases the top brands excelling in customer experience, reveals what New Zealand consumers value most from their favourite brands and provides insights on the economic benefit to be gained.

The research is based on a survey of almost 3,000 consumers across New Zealand, with 130 New Zealand and international brands considered against the KPMG Six Pillars of Customer Experience Excellence.

When compared with results from our inaugural report in 2018, it becomes clear that last year’s best customer experience has become the expectation for this year, if you’re not improving, you’re going backwards. The results from the 2019 leaders confirm that providing excellent customer experiences is a source of advantage. Leaders experienced 1.7 times more revenue growth and 13 times more EBITDA (earnings before interest, tax, depreciation and amortisation) growth than their laggard peers.

“The greatest source of insight is not your best competitor in your local industry, look not to your direct competitors, but to those excelling in other industries and across the globe” says Simon Hunter, Partner. “We need to use the Six Pillars to obsess about the customer journey and leverage digital abilities to improve the journey and provide insights.”
 

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