The power of the personal touch

The power of the personal touch

KPMG in Russia: 100 brands with the Best Customer Experience


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Since 2010, KPMG’s Customer Experience Excellence Center has been researching customer interaction with brands across the globe. We have developed our own methodology for assessing customer experience excellence that we call the Six Pillars. The wording of our questions allows us to assess the customer experience excellence in terms of the following parameters: personalization, integrity, expectations, resolution, time and effort, and empathy.

In October 2018, KPMG conducted its first customer experience research in Russia: we surveyed more than 5,000 people and now present the top 100 brands delivering the best (in the opinion of our respondents) customer experience in the Russian market.

The research is available in Russian and English. You can find the Russian version here.  

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