Home Directory * IFSC News Social media giants and Ryanair tumble in 4th annual Customer Experience Survey - But Credit Unions score four in a row

Social media giants and Ryanair tumble in 4th annual Customer Experience Survey - But Credit Unions score four in a row

Credit Unions have emerged as the winners for the fourth year in a row in an annual survey of Irish brands based on customer experiences (CX) but Ireland’s overall CX Excellence score has fallen in 2018.

Key findings of 4th annual Irish Customer Experience Report;

  • After three years of continued growth, Ireland’s overall CX Excellence score drops over 4%
  • Credit Unions claim top position for fourth year in a row
  • But social media giants and Ryanair suffer big falls
  • Insurance sector makes strides - Laya Healthcare the first insurer to make it into the Top Ten – Post Insurance the highest climber
  • Telecoms and Utility Sectors continue to perform poorly
  • Despite drops in scores, Retail remains the top performing sector for 2018
  • Authors of reports say it’s time to put the human touch back into Customer Experience
  • Mytaxi and Luas the biggest fallers since survey began
  • Passport Office one of the bright lights in improving Public Sector

In a Top 10 where retail brands predominated, Amazon claimed second place while hotel group Radisson Blu moved up 28 places to claim third in the survey which was carried out by Amarách Research on behalf of The CX Company.

The CXi Ireland Customer Experience Report is published annually to raise awareness of CX Excellence in Ireland.

Despite a drop in its scores, Retail remains the top performing sector with sixty-one brands in the top 150 and four in the Top 10.

Michael Killeen, Chairman of the CX Company said the remarkable success of the Credit Unions was down to the fact that they put their members at the centre of everything they do.

Trust is at the heart of the relationship and they pride themselves on keeping their products simple and always acting in the members best interests. This is evident in the commitment of their employees, over 70% of whom are volunteers from the local community. Not surprisingly customers rank them highest in scores for Empathy and Time and Effort. It is interesting to note that in America the US Navy Federal Credit Union occupies number one position”.

15/10/2018