Aussie Companies Are Crap At Customer Experience

Aussie Companies Are Crap At Customer Experience

While most Aussie companies say customer experience is constantly at the forefront of their strategy, research from Forrester suggests most companies are actually rubbish at it.

B&T Magazine
Posted by B&T Magazine

The findings come from the Forrester Customer Experience Index, the 2015 Australian report, by senior analyst Thomas McCann.

Only 17 per cent of the businesses surveyed by 9000 consumers appeared in the ‘good’ category with 31 per cent finding themselves in the ‘poor’ category.

The best and worst performing brands in Australia by industry:

Industry

Highest-scoring Brand(s)

Lowest-scoring Brand(s)

Auto and Home Insurance Providers

RACQ

QBE

Banks

Bendigo Bank

National Australia Bank,

Westpac Bank (tie)

Credit Card Providers

Commonwealth Bank of Australia,

Westpac Bank (tie)

ANZ

Digital-only Retailers

Amazon

Big W

Internet Service Providers

iiNet

Dodo

Traditional Retailers (stores and digital)

The Good Guys

Woolworths Supermarkets

TV Service Providers

Optus

Foxtel

Mobile Service Providers

amaysim

Telstra, TPG (tie)