KPMG’s Customer Experience Barometer is based on an in-depth survey of 5,000 consumers across five major markets (Australia, China, Germany, the US and the UK) and five key service sectors (banking, general insurance, life insurance, e-retail and utilities).
- US customers are generally the most satisfied with their customer experience across all sectors, Australian and Chinese customers the least satisfied.
- China's respondents reported the greatest improvement in customer experience across all six industry sectors surveyed.
- e-retailers returned the highest level of satisfaction with their customer experience, banks were identified as providing the second highest levels of satisfaction in this regard.
- Customers suggest that ‘staff engagement’ is the most important attribute for their service providers, with respondents particularly noting the importance of ‘staff who are honest and who consistently follow through on their promises’.