Customer orientation not exhilarating

Overall, the average customer experience has improved slightly over the last five years, but the majority of Swiss companies are still not generating rave reviews from their customers.

The ranking

Thurgauer Kantonalbank offers the best customer experience, followed by St. Galler Kantonalbank and Nespresso. Raiffeisen and Neue Aargauer Bank, two other financial institutions, rank right behind. Swiss icons such as SBB and SRG are lagging behind.The study takes into account the six sectors of banking, credit cards, telecommunications, health, property and life insurance, as well as Swiss brands known as a reference value. Zurich-based Stimmt AG has been regularly reviewing the status of customer orientation with the Customer Experience Monitor since 2013.

Good customer experiences pay off

In a five-year comparison, it is noticeable that health insurers in particular have made gains. And Sunrise - no other company made a bigger leap forward in that time span. "From the analysis of the companies with the greatest progress, one key factor for improving the customer experience emerges: consistency," comments Glenn Oberholzer, partner and customer focus expert at Stimmt. "Sunrise and many health insurers have CX programs that are executive-owned, driven and supported. This obviously leads to better offerings and interactions for customers - and customers notice that.This means nothing other than that longstanding efforts to focus on customer experience are paying off." There are good reasons why companies, especially in saturated markets, often make customer-centric actions a central maxim. A positive customer experience shapes the customer's future behavior and thus has a positive impact on a company, as studies have repeatedly shown. According to a recent study by Walker, 86 % of customers will pay more for a good customer experience. Peter Kriss has found that customers with bad experiences leave after about a year; customers with the best experiences, on the other hand, remain loyal to a company for over six years.

About the Customer Experience Monitor 2018

For the Customer Experience Monitor 2018, over 6,000 Swiss people were asked about the customer experience with "their" companies. This way, tens of thousands of opinions have been collected. They are the material for Switzerland's largest study on customer experience.Download study: https://stimmt.ch/publikationen/customer-experience-monitor-201

About Stimmt AG

Since 1998, we have been helping our clients to differentiate themselves through positive customer experiences. In doing so, we pursue a vision: customers should be happy with their companies and companies with their customers. We are convinced and have seen for 20 years that this is not only a very appreciative way to do business. It is also profitable. When it comes to implementation, we make virtuoso use of the toolboxes of Customer Experience Management, Design Thinking, User Centered Design and others.www.stimmt.ch