Customer Satisfaction Rankings: Costco, Amazon, and Apple Lead the Pack
The COVID-19 pandemic has significantly shifted consumer behaviour, with more spending moving online. According to the Verint Experience Index report, key factors contributing to customer satisfaction in top retailers during this period include enhanced attention to customer experience, operational agility, and effective multi-channel communication.
Retailers that improved customer responsiveness, personalized interactions, and adapted communication strategies to changing customer needs saw higher satisfaction levels. Innovations allowing retailers to respond more quickly and empathetically to customer concerns, such as the use of modern customer service platforms, contributed significantly to customer loyalty and satisfaction.
The ability to leverage real-time customer insights and behavioural analytics enabled retailers to anticipate issues and personalize service at every customer interaction touchpoint, further supporting satisfaction. Maintaining first-contact resolution and frontline empathy emerged as crucial operational strategies linked to satisfaction growth.
The Verint Experience Index ranks Costco, Amazon, and Apple as the top three retailers with the highest customer satisfaction among the top 25 retailers. Kevin Daly, global vice president and general manager of experience management at Verint, stated that retailers that focus on digital transformation and e-commerce are able to respond to rapidly-changing consumer behaviours.
Successful fulfillment options such as curbside pickup or buy online, pickup in-store are highlighted by Verint as key factors for retailers. A great customer experience increases a consumer's intent to purchase online by 90% and to recommend the retailer by 88%, according to Verint's survey.
Retailers are reworking their stores by implementing complementary shop-in-shops. Among the top considerations in purchase intent are prices, mask policies, and easy returns. Interestingly, Gen Z respondents prioritize retailers' mask policies more than easier returns, while millennials and older generations rank simpler returns as a higher priority.
Brands that can adapt quickly to meet consumers' needs are more likely to succeed during the pandemic, according to a recent Forrester report. Retailers like Best Buy, Macy's, and Disney have shifted their workforce and brick-and-mortar presence to meet the increased digital demand.
Retailers are creating age-appropriate experiences in their stores. Nearly three-quarters of consumers will abandon a brand after three or fewer poor customer service experiences, according to a recent Coveo report. It's clear that prioritizing digital transformation and customer experience is crucial for retailers aiming to thrive in these challenging times.
[1] Verint Experience Index Report [2] Forrester Report [4] Unspecified Expert Analysis [5] Verint's Survey [6] Gen Z and Millennial Preferences Survey [8] Unspecified Information about Age-Appropriate Experiences [12] Verint's Survey Results [13] Coveo Report [14] Forrester Report [15] Verint Experience Index Report [16] Verint Experience Index Report [17] Verint Experience Index Report [18] Unspecified Information about Retailers Reworking Stores
Technology has proven essential in the adaptability of retail businesses during the pandemic, shaping new jobs and businesses revolving around AI, customer service platforms, and e-commerce. As per the Verint Experience Index report, these innovations have helped retailers improve customer responsiveness, personalized interactions, and communication strategies, factors that significantly contribute to customer loyalty and satisfaction. Retailers that prioritize digital transformation, such as Best Buy, Macy's, and Disney, are better equipped to meet the rapidly changing consumer behaviours and thrive in these challenging times. Interestingly, the Forrester Report suggests that brands that can adapt quickly to consumer needs are more likely to succeed during the pandemic, with Verint's survey showcasing that a great customer experience increases a consumer's intent to purchase online and recommend the retailer by 90% and 88%, respectively. However, it is also important to note that nearly three-quarters of consumers will abandon a brand after three or fewer poor customer service experiences, as stated in the Coveo Report. Thus, prioritizing digital transformation and customer experience is crucial for retailers aiming to thrive in the current circumstances.
