According to a report by Kantar, Airtel and Reliance Jio, Apple, Netflix and Tata Sky have emerged as the leaders in their respective categories in terms of customer experience (CX).
Kantar’s CX+ is a sector specific index that assesses brands in the context of their category. It uses customer centricity as its core to evaluate CX performance of a company.
In order to evaluate a company’s performance, Kantar deploys various parameters. It uses a combination of their experience scores, on dimensions that are critical to the customer’s journey. The report highlights how top brands are evolving to better meet consumers’ needs; where service providers are doing the exact opposite of what consumers want; and which experience touch points are important to today’s customers.
As per the report, Among Digital Devices, Apple led the chart under the digital services category while Xiaomi stood second. Apple and Xiaomi were followed by One Plus and Samsung, who tied for the third spot.
Among telecom network providers, Airtel and Jio tied for the first spot. Further, Tata Sky stood first among satellite service providers.
As far as streaming services is concerned, Netflix held the first spot, with Amazon Prime Video closely following in the second spot.