KPMG in Romania launches this year's edition of the Report „Customer Experience Excellence”, the 2021 ranking is much different from the 2020 one, in the context of the changes brought by the pandemic.
In the third year, research shows that in 2021 the quality-price ratio seems to be the key element that can influence the customer experience.
The first 10 companies in terms of customer experience are this year FarmaciaTei.ro, 5 to go, Bolt, Netflix, Ikea, Bringo, Allianz, Notino, Groupama and Zara Home.
Compared to 2020, only two companies are here: IKEA, which has moved up two positions, and Netflix, which has moved up one position.
Although the value of products and services is an essential element of the customer's perspective, memorable experiences are also defined by the way a company's employees interact with its customers.