Book store chain Ernster tops the Luxembourg brand list for customer experience
Photo: Maison moderne/archives
A report by KPMG Luxembourg has revealed Luxembourg’s leading brands in terms of customer experience with book store chain Ernster coming out on top, followed by Luxair Tours and insurers LaLux.
Published on 5 June 2018, the report surveyed over 1,000 customers, covering 80 brands across 10 sectors and concludes that, “..although Luxembourg lags behind brands from the US and UK on the global stage, it achieves a respectable overall score in line with the worldwide average.”
The financial services emerged as the leading sector, with scores besting the national average by 6%.
“Luxembourg businesses are rising to the challenge of getting things right for their customers,” said Jean-Pascal Nepper, partner and customer experience excellence leader at KPMG Luxembourg.
He added that there is still room for improvement, and warned, “With such a variety of nationalities living, working and consuming in Luxembourg, the opportunities here hinge on catering to many cultures. Without strong intercultural capabilities, brands will struggle to pull off the right customer experience.”