The KPMG Nunwood 2015 UK Customer Experience Excellence Centre Analysis

PRESS RELEASE: The UK’s leading customer experience brands have been revealed in a signficant report released today, highlighting best practice across multiple sectors. The largest of its kind, the Customer Experience Excellence Centre analysis, by customer specialists KPMG Nunwood, reveals who is leading the field and acknowledges the brands who have realised success through customer experience transformation.

2015 Top 10 UK Customer Experience Brands

top 10 table
The analysis, now in its sixth year, draws on over 10,000 consumer interviews to provide a comprehensive and in-depth look at UK customer experience.

However, in disappointing news for the UK Plc, the analysis found the UK is making scant progress overall, with no improvement on 2014’s average score. The majority of organisations are struggling to shine, despite increasing levels of investment and focus. In certain sectors – such as telecoms, logistics and grocery retail – performance has declined, rather than

improved. Compared to international counterparts, UK brands are being outperformed on the global stage with average scores 5% lower than the USA.

A significant number of businesses do succeed in improving, however. The analysis shows those that do, master six principles (“The Six Pillars”), which describe a successful relationship with the customer. These are: Personalisation, Integrity, Time and Effort, Empathy, Resolution and Expectations. To ensure that these permeate everything the business does, outstanding leadership at executive level is required. Many successful brands see customer experience as “the new marketing” – replacing traditional broadcast communications with a new way of doing business.

Tim Knight, Director at KPMG Nunwood, said:

“UK businesses find it challenging to get things right for their customers. Despite growing investment and boardroom focus, many firms still struggle to put the customer at the heart of their transformation efforts.

As the country approaches more rapid economic growth, those brands at the top of this year’s rankings are best positioned to delight customers and shareholders alike. Top rankings in customer experience link not only to better loyalty, but improved revenue growth and EBITDA.

Learning from the customer experience best practice of today’s leaders will be critical to competing in tomorrow’s market.”

Sectors covered in the report are: Finance, Retail, Grocery, Utilities, Travel & Leisure, Entertainment, Telecommunications, Logistics, Aggregators, Public Sector and Restaurants.

Download a copy of the analysis here.

About KPMG Nunwood

KPMG Nunwood provides an end-to-end approach to customer experience management: a platform to move organisations from the desire to excel, through change, to leading performance.

To do this, KPMG Nunwood combines voice of the customer / NPS Programmes, customer journey mapping & experience design and customer experience strategy, helping clients to tackle common customer experience problems more effectively.

KPMG Nunwood’s Excellence Centre provides the basis for this, as one of the largest international studies of best practice, it focusses on researching, analysing and applying customer experience best practice from around the world.