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JPMorgan Chase invested $12 billion in enhancing their customer experience by leveraging powerful machine learning tools alongside a team of 50,000 technologists. By combining digital power with a human touch, JPMorgan Chase delivers intuitive, personalized interfaces that meet the changing expectations of their customers.
JPMorgan Chase
rises 127 spots
most improved
2021 U.S. CEE Performance by Sector
2021 landscape
Grocery
7.94
+20%
ppt
+26%
ppt
+16%
ppt
Sector
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7 industries, including:
Technology, financial services, industrial manufacturing, healthcare, life sciences, retail, and government.
233 brands included
11 sectors
7500+ consumers interviewed
About Julio Hernandez
In this year’s Customer Experience Excellence study, we measured over 2,100 global brands—with 233 in the U.S.—across 11 sectors to determine the best of the best. What we learned is that the most highly effective companies are the ones able to create a balanced experience for their customers by leveraging innovative technologies, while also maintaining a strong human connection when needed.“
- Julio Hernandez
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Julio leads KPMG's Global Customer Centre of Excellence and the U.S. Customer Advisory Practice.
USAA remains our top performing company by effectively delivering on the key pillars of the customer experience, most notably: Time & Effort, Personalization, and Integrity.
USAA is still the
leader in customer excellence
INDUSTRY LEADER
2021 CEE Metric*
CEE Score % Change from 2021
Financial Services
Entertainment & Leisure
Non-Grocery Retail
Restaurant & Fast Food
Travel & Hotels
Healthcare
Utilities
Logistics
Telecoms
Public Sector
7.91
7.83
7.80
6.57
7.35
7.57
7.76
7.71
7.66
7.62
U.S. Average 7.74
-1
#18
#145
How the study was conducted
Research conducted June 2021
Based on quantitative research data, customer feedback and qualitative insights
KPMG included companies with a threshold of at least 100 respondents
Our study includes a variety of organizations across diverse sectors
A nationally representative
sample of respondents undertook an online survey
+2
+4
0
-2
+1
New
+4
0
+1
+4
The 2021 U.S. Customer Experience Champions
KPMG'S TOP 10
By applying the six pillars of customer experience, these ten companies managed to marry digital power with a human touch to meet the new expectations of their customers in a changing environment.
Empathy
Achieving an understanding of the customer’s circumstances to drive deep rapport
Time & Effort
Minimizing customer effort and creating frictionless processes
Resolution
Turning a poor experience into a
great one
Managing, meeting and exceeding customer expectations
Expectations
3
Integrity
Being trustworthy and engendering trust
Personalization
Using individualized attention to drive an emotional connection
The six
pillars
The six pillars of customer experience excellence
1
2
3
4
5
6
7
8
9
10
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.
(hover for more detail)
Using 1.7 million multi-market evaluations over eight years, KPMG has identified six pillars that are fundamental to a leading customer experience.
(click each icon for more detail)
METHODOLOGY
SIX CX PILLARS
Time & Effort
Personalization
AI-based chatbots augmented by humans with military experience
Automated SafePilot telematics expedites claims for customers
KPMG's Top 10
2021 Landscape
Most Improved
Industry Leader
Six CX Pillars
Methodology
Intro
18
30
50
80
80
50
30
18
80
50
30
233 Brands Included
KPMG included companies with a threshold of at least 100 respondents
Personalization
115
115
115
145
145
145
Safety-first priorities inspire customer trust
Integrity
The six
pillars
Safety-first priorities inspire
customer trust
Integrity
The six
pillars
*2021 CEE Metric U.S. Average: 7.74
Grocery
Financial Services
Entertainment & Leisure
Non-Grocery Retail
Restaurant & Fast Food
Travel & Hotels
Healthcare
Utilities
Logistics
Telecoms
Public Sector
7.94
-1%
7.91
+2%
7.83
+4%
7.80
0%
6.57
+4%
7.35
+1%
7.57
0%
7.76
-2%
7.71
+1%
7.66
New
7.62
+4%
U.S. Average: 7.74
+20%
ppt
+26%
ppt
+16%
ppt
Sector
2021 CEE Metric
CEE Score % Change from 2021
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