Brands don’t understand their customers. CX is at its five-year lowest
Customer experience has deteriorated again in a year-on-year comparison, hitting a five-year low in CX scores, with the NPS metric taking a hit as well.
Brands fail to understand true needs of their customers – a failure manifested in the biggest year-on-year drop in the empathy pillar yet. The value for money metric has dropped significantly as well, with customers feeling like they are not getting enough for their cash.
Integrity became the most influential pillar after a year-long break, with personalization – former number one – now second, close in tow.
CX scores
* Scale: 0–10.
Top 10
Air Bank remains the undisputed champion, holding on to the top spot for several years now. For the first time, the entire podium was taken by banks – free services and a high level of trustworthiness make financial institutions well-loved in Czechia. Dr. Max, an online pharmacy, has made it into the top 10, with Partners Banka, Raiffeisenbank and MND becoming this year’s top climbers.
| Brand | Top pillar (in comparision to the brand’s performance in other pillars) | Year-on-year position in the Top 10 |
|---|---|---|
| 01 Air Bank | Time and Effort | |
| 02 Česká spořitelna | Time and Effort | |
| 03 Fio banka | Personalization | |
| 04 Dr. Max | Time and Effort | |
| 05 Zásilkovna | Personalization | |
| 06 Knihy Dobrovský | Time and Effort | |
| 07 Rohlík.cz | Time and Effort | |
| 08 Tank ONO | Personalization | |
| 09 La Formaggeria Gran Moravia | Integrity | |
| 10 Manufaktura | Time and Effort |