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.
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) |
