Customer satisfaction, promotions, hybrid working: 5 interesting stats to start your week

Customer satisfaction scores drop to pre-Covid levels

Customer satisfaction scores have declined to pre-Covid levels, dropping by 3.8% in the last year, according to research from KPMG.

The study by KPMG asked 13,000 UK consumers for their views on 376 brands as part of the research. Almost two-thirds (64%) of those brands saw their customer experience scores across each area decline compared to last year.

First Direct came out on top of the customer satisfaction rankings, followed by Lush and American Express. John Lewis and Partners and Nationwide rounded out the top five. First Direct has placed in the top three of the index for 12 of the last 13 years, while all of the top five have all been in the top 10 at least once in the last three years.

To read the full article please visit Marketing Week