The latest Irish Customer Experience Report 2017 has been released today by the CX Company which is based in Dublin.
The Report is based on a survey of 2,500 consumers which is carried out on the company’s behalf by Amarach Research. The CX Company offers a subscription based service for Irish companies who want to grow and improve their business by learning from the experiences of their customers and by studying international best practice.
The report shows Ireland is still lagging behind the UK and the US when it comes to customer experience excellence. Ireland is 3% behind the UK and 9% behind the US, although there has been small improvements year-on-year. The US is very much the front runner, having seen a 4.5% uplift in their overall CX score in 2017.
Retail, with 52 companies in the Top 100 and four in the Top 5 was the top performing Irish sector this year. In fact Powercity was the biggest riser this year moving up over 50 places to number 50 in the table. One of the main drivers of Retail’s success and indeed that of the Entertainment sector was the rise of digital brands such as Amazon which jumped to number four. It was followed by a host of others including Parcel Motel, Netflix, Argos, YouTube.com, Google and Adverts.ie Interestingly one exception here was Facebook, whose integrity score suffered pushing them down 15 places to 124.
The report found that Telecoms had the lowest consumer tolerance level over any other sector. This is partially due to its absolute complexity and the customer journey involved. When a breakdown in service occurs it causes major headaches and hassle for the consumer.
Overall, the report found that Credit Unions have emerged as the winners for the third year in a row while Lush Cosmetics and An Post retained 2nd and 3rd position.
Commenting on the research, Chairman of the CX Company, Michael Killeen said, "Customer Experience isn’t something you can switch on and off like a special offer. It’s a constant. If it’s part of your culture, if genuine care for your customers is second nature to your staff you will earn their trust and loyalty. If it’s not you have to learn it and earn it. It shouldn’t come as a surprise that these three brands are also Ireland’s most trusted brands. In that context, reports that An Post plans to close hundreds of branches will be of great concern to consumers."
The full report is available at www.thecxcompany.com