Family bookstore chain Ernster, pictured, topped the KPMG International’s customer first, customer obsessed survey for the second year running
Photo: Matic Zorman/archives
Luxembourg bookstore Ernster has been ranked as the best Luxembourg brand in terms of customer experience for the second year in a row, while new entrant Bierger-Center was ranked third, a survey has found.
“As a result of its strong CX performance, Ernster is the brand that Luxembourg’s respondents would most likely recommend to their friends or colleagues,” the report read, adding that the store’s diversity of services mirrored the diversity of the country.
“Finding a way to meet (and compete with) such a broad spectrum of expectations is what sets the stronger brands apart from the CX laggards. The country’s highest-ranking organisations achieve this by being adaptable in the services they offer and, indeed, in the languages they speak.”
Ernster was followed in the ranking by bank Spuerkeess, city service centre Bierger-Center, insurer Lalux and Guichet.lu.
Graphic: KPMG International
In the top 10, there were seven home-grown Luxembourg brands.
The report said:
“In general, Luxembourg organisations performed better than last year, leading to an overall improvement in the customer experience excellence score. In terms of driving customer loyalty and advocacy, the pillar of personalisation has the biggest weighting on customer loyalty, whilst integrity has the greatest weighting on advocacy. This can partly be explained by the fact that the majority of brands in the top 10 belong to the public or financial services sectors, where integrity and trust play significant roles in determining positive customer outcomes.”