Hear more from Jeff
Download the report
KPMG in the U.S.
Jeff Mango
“
The more you know about your customer, the more targeted you can be. It is no accident that the leading companies in this year’s study are intimately close to theirs; they have been working on building great experiences for years. In this year’s report, we concentrate on practical advice for companies that want to break out of the pack and join our leaders at the top of their game in customer experience excellence.”
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
Read the report to see more ideas
— 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
Download now
Download now
Download now
Download full report
Integrity
Empathy
Personalization
Time and effort
Expectations
Resolution
Resolution
Turning a poor experience into a great one
Expectations
Managing, meeting and exceeding customer expectations
Time and effort
Minimizing customer effort and creating frictionless processes
Personalization
Using individualized attention to drive an emotional connection
Empathy
Achieving an understanding of the customer's circumstances to drive deep rapport
Integrity
Being trustworthy and engendering trust
Six Pillars of Customer Experience Excellence
7700+ customers interviewed
Research spanned across 11 sectors
237 brands in the final result
Research conducted in June 2022
Each year, we survey thousands of consumers in the U.S. 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.
How the study was conducted
Methodology
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
KPMG in the U.S.
Jeff Mango
