Singapore Airlines has been named as the number one business in Australia that excels at customer experience for a second year running, by KPMG.
The 2019 KPMG Customer Experience Excellence Report ranks the top brands that excel in customer experience in Australia, based on a survey of more than 2,500 consumers nationwide.
The report considered 114 local and international brands across nine sectors, against the KPMG Six Pillars of Customer Experience Excellence.
Customers were asked to respond to questions relating to the following pillars for each brand:
- Personalisation – Using individualised attention to drive emotional connection
- Integrity – Being trustworthy and engendering trust
- Expectations – Managing, meeting and exceeding customer expectations
- Resolution – Turning a poor experience into a great one
- Time and Effort – Minimising customer effort and creating frictionless processes
- Empathy – Achieving an understanding of the customer’s circumstances to drive deep rapport
Singapore Airlines received an overall Customer Experience Excellence score of 7.90 for delivering the highest levels of customer service and satisfaction in a genuine way. This score was 0.76 above the national average and 0.07 ahead of second-place.
Singapore Airlines Regional Vice President, Mr Philip Goh, said being named the number one business for customer experience in Australia was great validation for the dedication and commitment shown by all Singapore Airlines’ staff.
“We are humbled to have been recognised as the top brand in Australia for customer experience,” Mr Goh said.
“Providing an exceptional customer experience is at the forefront of every decision we make as an airline, and is something that is ingrained in our DNA.
“Whether in the air or on the ground, every member of staff seeks to go above and beyond to ensure that our customers have a positive travel experience.
“Being named as the business that excels at delivering the highest level of customer experience is validation and recognition for all of our staff who work tirelessly to make each customer journey as enjoyable and memorable as possible.”
Customers who were surveyed were required to have interacted with each brand in the six months prior to the survey taking place.
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