Accessability Links
Cookies on our website
By continuing to use this website we will assume you are happy to receive cookies as outlined in our cookie policy
Accept Policy

Do UK firms have a customer experience problem?

May 23
Share this story:
Do UK firms have a customer experience problem?

Many UK businesses could be doing better when it comes to delivering a strong customer experience, according to KPMG Nunwood.

The professional services firm released research showing that people in the US are 15 times more likely to have a great customer experience than those in the UK.

KPMG's Customer Experience Excellence Centre (CEEC) found that American companies posted better results than UK brands across all sectors except the public sector. The US held the biggest advantage in the utilities sector.

More than half (58) of the top 100 US brands are delivering outstanding customer experience, according to this year's findings, compared to around a quarter (24) last year.

In the UK, by comparison, only four brands achieved the status of 'outstanding'.

The top ten rankings for both countries featured financial services brands in the number one spot - USAA in the US and First Direct in the UK. Amazon appeared in both lists, while the likes of John Lewis, Emirates, M&S Food and Nationwide Building Society were also named among the leading UK brands for customer experience.

David Conway, director at KPMG Nunwood, said customer experience is "undoubtedly a more mature discipline" in the US.

He also pointed out that technology and customer expectations are "moving at a lightning pace".

"To avoid being left behind, brands need to seamlessly integrate both their human and digital capabilities, whist maintaining their focus on customer experience," Mr Conway advised.

"Reacting quickly to the rapidly changing consumer environment is naturally critical, but it is not enough to simply deliver excellent customer experience or benchmark against competitors. Brands should be aiming to lead the way."

In the Interbrand ranking of the leading global brands for 2016, Apple took the top spot, followed by Google, Coca Cola, Microsoft and Toyota.

Search for the latest management consultancy jobs and consulting recruitment opportunities or contact us on +44(0)207 089 9017.

Image: iStock/Ridofranz

Share this story:
Add new comment
Jobs Related to this Post
5 result(s) found 
Page 1 of 1 

£40k-£50k plus excellent bon...
Central London
Customer Success Manager - Growing Tech Firm, Central London - Central London£40k-£50k plus excellent bonus and benefitsOur client are a technology start-up based in Camden which use a SaaS platform
Competitive for the best graduates wit...
Central London, limited travel require...
Analysts for Procurement Specialist Consulting Firm - Central London with only 15% travel requiredExceptional to hire the best experienced graduatesLondon based Management Consultancy – Analyst Our
£50k-£100k plus bonus, benef...
Central London
Energy / Commodities - Business Development and Sales for Leading European Research Company - Central London£50k - £75k base plus excellent bonus, benefitsOur client is one of Europe’s leading
£50k-£100k tax free plus exc...
Middle East (Dubai) and North Africa l...
Strategy Consultants - Healthcare and Pharma Sector for Dubai and North Africa - We have roles in Dubai, Algeria, Tunisia and Morocco£50k-£100k tax free plus bonus, excellent benefits such as housing
€50k - €120k plus bonus, benefits
Germany, multiple locations
Our client is growing globally and particularly in the German market where they have over 40 consultants focussing on operational improvement, supply chain and digital