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UK customer experience improves for the first time in three years

Making Memories

The continuing quest to outperform competitors has led to an improvement in the UK PLC overall (customer experience excellence) score for the first time in three years, as customer experience strategies begin to have an effect.



Tim Knight

Partner, Customer Advisory

KPMG in the UK


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The creation of positive memorable experiences is becoming the new battleground in improving customer value. The 2016 UK Customer Experience Excellence analysis identifies the exemplar brands and explores the importance of creating memorable experiences to achieve brand loyalty.

Watch an introduction to the 2016 UK Customer Experience Excellence analysis from David Conway, Director, KPMG Nunwood.

This year’s UK customer experience leaders are all masters at creating memorable moments for their customers.

KPMG Nunwood’s Customer Experience Excellence Centre recently studied the UK market for the 7th successive year, drawing on over 10,000 consumer interviews to evaluate 287 brands.

This analysis reveals the leading customer brands in the UK in 2016. The brands that purposefully design experiences around the customer journey to create memories, delivered by their own army of memory makers.

The analysis looks at:

  • The psychology of memory and how this influences a customer experience
  • The organisations that have transformed their customer experience, highlighting what they have done to succeed
  • How to build your own army of memory makers

Access the 2015 UK analysis

A New Era of Experience Branding - Customer Experience Excellence Centre 2015 UK Analysis

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