A good experience is one that is fast and efficient, and I accomplish what I set out to in a reasonable amount of time and effort. If the company should make a mistake, they are empathetic and quick to make it right for the customer.
Survey respondent
Methodology
How the study was conducted
Each year, we survey thousands of consumers to learn which companies they think provide outstanding customer experiences. We rank them according to their scores across the Six Pillars of Customer Experience Excellence.
Jeff Mango
KPMG LLP
This year’s survey of over 10,000 US consumers shows that many companies are failing to meet their expectations. Scores declined by 5 percent from last year. But the results show that companies with a balanced approach to a ‘customer-first’ mentality, an orchestrated mix of channels, and automation that is focused on customer problem solving are still seeing profitable growth."
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Six Pillars of Customer Experience Excellence
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Survey respondent
I want someone to answer the phone when I call. I don't want to have to fight with automation to get through to talk to someone.
Survey respondent
For me, a good experience means fair prices, transparency, and dealing with a real person when requested who is respectful and actually listens.
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To see the full Top 10
The KPMG Top Performers
Ten companies rose to the top of our list in delivering outstanding experiences. They are guided by strong corporate values that focus on customers, integrated strategies, and the use of technology that complements their human interaction.
To see the full list
Fastest Risers
Movers and Shakers
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Learn how brands are capturing AI value to effectively manage customer experiences throughout the customer lifecycle.
Practical uses for AI
AI Use Cases
To measure overall customer experience, KPMG compiled responses for brands that received 100 or more survey responses, as ranked on a 1-to-10 scale by respondents. From there, KPMG charted those responses by brand, year, and industry to create a complete view of the customer experience landscape. Every sector’s overall score fell 3 percent to 8 percent in 2023.
Customer experience excellence performance by sector
2023 Landscape
Public Sector
Grocery Retail
Financial Services
Non-Grocery Retail
Restaurant & Fast Food
Healthcare
Travel & Hotels
Entertainment & Leisure
Logistics
Telecoms
Utilities
U.S. Average: 7.28
Sector
2023 CEE metric
Change from 2022
6.00
6.71
6.91
6.93
7.19
7.23
7.33
7.42
7.45
7.54
7.68
6%
8%
6%
6%
6%
5%
3%
5%
4%
4%
3%
Knowing
Analyzing
Listening
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Targeting
Servicing
Pricing Communicating Personalizing
Onboarding Delivering
Protecting
Supporting
Predicting
282
brands in the final result
June 2023
Research conducted in
11 sectors
Research spanned across
consumers interviewed
10,000+
The 2023 customer experience champions
Integrity
Being trustworthy and engendering trust
Time & Effort
Minimizing customer effort and creating frictionless processes
Resolution
Turning a poor experience into a great one
Expectation
Managing, meeting, and exceeding customer expectations
Empathy
Understanding your internal or external customers’ circumstances to drive deep rapport
Personalization
Using individualized attention to drive an emotional connection
Navy Federal Credit Union
H-E-B
USAA
Learn how these companies are making significant progress in increasing their rank during the past year:
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To learn more ideas
Retain
Nurture
Activate
Engage
Reach
improvement from 2022
+63
#94
Progressive Insurance
improvement from 2022
+84
#77
DoubleTree by Hilton
improvement from 2022
+119
#26
Humana
Personalization
Expectation
Empathy
Integrity
Time & Effort
Resolution
Grocery Retail
Financial Services
Non-Grocery Retail
Restaurant & Fast Food
Healthcare
Travel & Hotels
Entertainment & Leisure
Logistics
Telecoms
Utilities
Public Sector
Resolution
Expectation
Empathy
Personalization
Knowing
Analyzing
Listening
Retain
Protecting
Supporting
Predicting
Nurture
Onboarding Delivering
Activate
Pricing Communicating Personalizing
Engage
Targeting
Servicing
Reach