KPMG presents the study of best practices in customer experience
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. We also publish the top 10 brands out of that list.
“The main goal of our first publication in Russia is to show companies what makes leading brands so attractive to consumers,” says Alexey Maltsev, Partner, Consumer Markets, KPMG in Russia and the CIS. “The survey will be carried out annually and I hope that its results will help companies improve their customer experience excellence and next year we will see new brands among the ten leaders”.
The full version of the study can be downloaded here.
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