Customer Driven Transformation: Download the first two chapters

Engine Customer Experience Report 2019

Engine’s Annual Customer Experience Report is now in its 6th year. Over that period we’ve been tracking trends around topics such as; what’s important to customers, which sectors are delivering the best experiences and the service qualities that drive consumer choice and advocacy.

In this year’s report, we’ve doubled the sample size to over 2,000 respondents and introduced some new questions that reveal interesting insights from both a customer and business perspective, including:

  • What’s important to customers and the areas that businesses should be focusing on
  • Which sectors and brands are delivering great services and experiences
  • The cost of poorly designed services to both customers and businesses
  • Consumer preferences in seeking help and the manner in which it’s delivered
  • Whether customers most trust online or high-street brands and how ready they are to go paperless.

More Engine work

mercedes-benz-new-service-benchmark-for-aftersales-service-by-engine-01

Mercedes-Benz

Developing a new service benchmark for aftersales servicing

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dubai-airports-hospitality-customer-experience-pilot-by-engine-01

Dubai Airports

Piloting a new approach to customer service and information delivery

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Resources

What are the fundamental factors of a design-led approach?

Let's face it, people are attracted to well-designed things, valuing them more than poorly designed ones.

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guide-to-ecosystem-services-design-01

A Guide to Ecosystem Services Design

Business ecosystems are creators of value. Here's a practical and accessible approach to unlocking value within your business ecosystem.

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