The UK Consumer Study is the first study of its kind. We benchmarked the customer experience delivered by more than 190 brands in 15 industries across the UK. The study identifies the brands that UK customers consider to be the best within their industries and across industries in overall customer experience, digital and nondigital channel experience, resolving complaints, and innovation.
Within industries, the study highlights leaders in brand perception, major product categories and customer journeys. The data from the study reveals the economic value of delivering a great customer experience and explores in depth the reasons why brands and industries win or lose on customer experience.
The benefits of the study for companies include helping to define the ambition required to delight customers, identifying the size of the prize for achieving customer leadership, defining the levers to become a customer leader, and providing perspective on how specific aspects of the experience—such as complaint handling and channel performance—correlate with overall customer loyalty. In addition, the study highlights the drivers of innovative brands and opportunities for brands to differentiate themselves from peers.
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