Download the report to see the full Top 10
Download the report for more sector performance
#126
Improvement from 2018
+0
+0
Improvement from 2018
#129
+0
Improvement from 2018
#101
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— Online retail
“While purchasing a product they allowed me to customize my own style and personalize all the items I was purchasing.
The price was great.”
— Pharmacy
“An employee helped me figure out what was the best allergy medicine to take. They also helped me find the one in my price range.”
Experience centricity builds customer connection
PRACTICAL IDEA #1
— Energy supplier
”I was late on a payment and the website allowed me to set up a payment plan — this really helped me out of a jam. It helped me budget for the next 12 months.”
— Car rental
“My car broke down and I needed a replacement. I am disabled. They picked me up and were professional. They went above and beyond to accommodate me.”
Keep interactions seamless and build in flexibility
PRACTICAL IDEA #2
Sector
2022 CEE Metric
Change from 2021
7.92
7.86
7.79
7.77
7.67
7.67
7.57
7.38
7.35
7.30
6.36
Grocery
Financial Services
Non-Grocery Retail
Restaurant & Fast Food
Entertainment & Leisure
Travel & Hotels
Healthcare
Logistics
Telecoms
Utilities
Public Sector
U.S. Average 7.68
+54
Improvement from 2018
#47
+78
Improvement from 2018
#23
+73
Improvement from 2018
#56
+116
Improvement from 2018
#13
+63
Improvement from 2018
#63
+116
Improvement from 2018
#10
+19
Improvement from 2018
#82
+66
Improvement from 2018
#35
+30
Improvement from 2018
#99
+107
Improvement from 2018
#22
+32
Improvement from 2018
#94
+88
Improvement from 2018
#38
Ten companies have shown resilience in delivering outstanding experiences in a disrupted marketplace.
The 2022 Customer Experience champions
KPMG’S TOP TEN
Download the report to see the full list
Learn how these companies are breaking out of the pack within their sectors to win the hearts of consumers.
Fastest risers
MOST IMPROVED
By analyzing our leading companies, we see several practical actions you can take to elevate your customer experience. See what customers are saying about companies that do these two things well:
Practical ideas
Elevate experiences
To measure overall Customer Experience, KPMG compiled responses for brands that received 100 or more survey responses, as ranked on a one-to-ten scale by respondents. From there, KPMG charts those responses by brand, year and industry to create a complete view of the customer experience landscape.
Customer Experience Excellence (CEE) performance by sector
2022 LANDSCAPE
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By analyzing our leading companies, we see several practical actions you can take to elevate your customer experience. See what customers are saying about companies that do these two things well:
Practical ideas
Elevate experiences