The effects of Covid-19 have continued to be felt around the world and businesses need to be able to anticipate and prepare for changes in their customers’ needs, behaviors, and preferences.
KPMG International’s Global Customer Center of Excellence recently conducted a global survey titled “Global Customer Experience Excellence Research 2020” for customer experience, reports CEOWORLD magazine.
The leading companies in this year’s global survey are perfectly adapted to meet new and emerging customer requirements in the future. Many start-ups already had a problem-solving culture before the pandemic while investing in digital tools designed to make their customers’ lives easier.
The findings were based on 101,162 consumers in 27 countries, who participated in the survey, evaluating 2,060 unique brands from different industries in order to identify those that offer great customer experience in 2020.
Top 27 brands globally amid Covid- 19 pandemic for 2020 according to consumers:
Sl | Countries | Brands |
1 | Australia | First Choice Liquor |
2 | Austria | TCAMTC |
3 | Brazil | Sodiê Doces |
4 | Belgium | Argenta |
5 | Czech Republic | Air Bank |
6 | Germany | Fielmann |
7 | Hong Kong (SAR) China | Adidas |
8 | Ireland | Credit Union |
9 | Italy | Amazon |
10 | Japan | Tokyo Disney Resort |
11 | Luxembourg | Lalux |
12 | Mexico | Marriott |
13 | Netherlands | ASN Bank |
14 | New Zealand | The Co- operative Bank |
15 | Poland | iSpot |
16 | Romania | ING Bank |
17 | Russia | Nike |
18 | Singapore | American Express |
19 | Slovakia | Martinus |
20 | Spain | Apple Store |
21 | Sweden | Apotea |
22 | Taiwan | Richart |
23 | Thailand | AIA |
24 | United Arab Emirates | Emirates |
25 | USA | USAA |
26 | UK | First Direct |
27 | Vietnam | Vietnam Airlines |
The brands of the various companies that participated in this survey were ranked based on the six pillars set by KPMG to achieve an excellent customer experience -- personalization, integrity, expectations, resolution, time and effort, and empathy in order to identify the top companies' brands in each country.
The pillar that marked the biggest positive change (4% increase) is expectations. This suggests that consumer expectations have been redefined based on the effects of the pandemic, which means that businesses are succeeding and responding to them, often in a way that wins over impressions.
