Manzana, Amazon Y The English Court are the best brands in customer experience, according to data from the VI Customer Experience Maturity Report in Spain, prepared by the Association for the Development of Customer Experience (DEC) and the strategic consultancy Bain & Company. Specifically, the report shows that by sectors electronic distribution, fashion distribution, electronics and IT and beverages are considered to have the best customer experience, while on the other hand, and for the second consecutive year, the sectors of financial entities and gas, water and electricity suppliesare in the last positions of the ranking with a negative NPS. The study indicates that in Spain there have been more brand promoters than detractorswith an NPS of 21% in June 2022, although it has meant a slight drop (four percentage points) compared to the previous year.”The customer experience still has a long way to go for improvement. And they are reputation and trust two of the variables that most influence overall customer satisfaction, although they require more time and consistency for their construction”, explained the president of DEC, Mario Taguas. According to the results segmented by age, the report indicates that they are not appreciated significant differences between younger and older users. However, customers between the ages of 31 and 50 are the most critical.
Apple, Amazon and El Corte Inglés, the best brands in customer experience
