KPMG Identifies Firms That Best Manage Customer Experience

KPMG identified companies in the U.S. that have managed to maintain a close relationship with customers as determined against six key factors highlighted in the company’s 2020 U.S. Customer Experience Excellence Report.

In the report, the accounting and consulting firm emphasized the need to maintain a consistent level of customer engagement not only in normal times but in extraordinary periods as well. KPMG conducted the survey on which the report is based in April and May, as the coronavirus crisis was at its peak. The findings, when considered in light of the COVID-19 environment, demonstrate that companies’ ability to maintain some form of commercial customer dialogue in the unsettled conditions led to performing better than was the case for those that were constrained from doing so by their business models or couldn’t keep up their pace of engagement when confronted with government-mandated restrictions.

Companies that got recognition for best customer experience were those that could apply KPMG’s Six Pillars of Experience Excellence to market conditions, responding with: Integrity, or acting ethically and demonstrably in their customers’ best interests; a focus on Resolution, proactively addressing customer problems; accurately setting customer Expectations; reducing the Time and Effort customers expend to achieve frictionless digital; and, where possible, physical interactions, and delivering a Personalized experience that indicated Empathy and compassion.

The top 10 were:

  • The United States Automobile Associations
  • H-E-B
  • Chick-fil-A
  • Navy Federal Credit Union
  • Edward Jones
  • In-N-Out Burger
  • Costco
  • Publix
  • Wegmans
  • Charles Schwab