- Industry: Financial Services
- Type: Survey report
- Date: 6/17/2014
With the highest scores for customer experience across all sectors, e-retailers offer some valuable lessons for other service-based organizations.
Key findings for e-retailers:
- 59 percent of US respondents ranked their e-retailers highly for customer experience, the UK and Germany also received comparatively high scores at 53 percent and 48 percent respectively
- UK were the only respondents to say that their customer experience had worsened in the past 12 months
- More than half of respondents from China said that their experience had improved over the past year, UK e-retailers received a below-average ranking
- Utilities customers place highest importance on value for money
- e-retail customers place highest importance on value for money
- In many attributes, e-retailers perform at a higher level than warranted by their relative importance
- Customers ranked staff engagement as being of relatively low importance
- 83 percent of China’s respondents said they had recommended their e-retailer, more than half of those from the US, Australia and the UK did the same
- More than half of all respondents from the UK and US report having complaints resolved at the first point of contact.
The experience of e-retailers show that, as consumers become more comfortable with digital channels, their satisfaction increases,” noted Willy Kruh, KPMG’s Global Chair for Consumer Markets. “In particular, e-retailers have managed to create a strong customer proposition through the mobile channel which allows them to enhance value for money, improve customer care and streamline sales without massive increases in capital expenditure.”
Customer Experience Barometer