Latest annual Irish Customer Experience Report shows companies who fail to adapt to challenging CX times regress
Key findings:
- Lessons learned during lockdown have helped Ireland improved its CX score by 3% - the biggest annual improvement since the survey began in 2015
- Investing in CX pays dividends - survey shows customers are prepared to pay up to 36% more for a better experience
- Irish Credit Union strengthens its position as Ireland’s undisputed CX champion by topping the table for an eighth straight year
- Pharmacies again dominate Top 10 companies, but new entrants include Dunnes Stores and Vhi Healthcare
- Despite increasing their CX scores, eir, facebook and Irish Water remain rooted to foot of table
- In a challenging year for banks 2022 has proved an annus horribilis for AIB – 1 in 4 customers say their customer experience has declined
- And amid soaring electricity price increases, Energia which was one of the biggest jumpers last year has fallen 46 places
After a dramatic fall last year Ireland’s overall Customer Experience (CX) score bounced back this year, rising by a record 3% as companies absorbed the lessons of covid while exiting lockdown, according to the latest annual CXi survey of Irish brands.
While pharmacies continue to lead from the front for CX in the retail sector – they make up 4 of the Top 10 companies – Marks & Spencer makes a welcome return to the top table while Dunnes Stores and Vhi Healthcare are new entrants. Once again supermarkets, with the Irish owned and operated Dunnes (6) and Supvervalu (11) to the fore - were the leading CX performer followed by the retail and insurance sectors.
In contrast, companies, and organisations such as eir, facebook and the HSE which represent the Telecoms, Entertainment & Leisure and Public Sector respectively were among the worst performers in the survey of almost 140 brands which was carried out by Amarách Research on behalf of The CX Company.
