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Engine Annual Customer Experience Report 2018

The results are in.

For the fifth consecutive year, Engine reveals the results of its annual survey to investigate what consumers believe are the qualities of great service.

The results reveal what’s important to customers and the areas that businesses should be focusing on, the way services make customers feel, the sectors that provide the best and worst customer service and which brands are delivering great service.

Over 1,000 consumers were asked the following questions:

  1. What’s most important to you in the way a company provides or delivers its service and customer experience?
  2. When you interact with a brand/company, how would you like the experience to make you feel?
  3. Brands from which sectors provide the best service and customer experience?
  4. Which specific brands stand out as providing the best service and customer experience?
  5. Brands from which sectors provide the worst service and customer experience?
  6. In which sectors do the quality of service and customer experience you receive from companies matter most when choosing a provider?
  7. What would make you most likely to recommend a service to a friend – Price, Quality of Service or Convenience?
  8. In general, on a scale of 1-10, do you think the service and customer experience you receive from companies is keeping pace with your needs and expectations?
  9. What do you think that businesses should prioritise in order to improve service or customer experience?

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What makes a good customer experience?

Engine's Annual Customer Experience Report 2018

A picture of a woman standing looking at a tablet and writing making notes on the paper. The text on the right says 'Engine' and then 'What makes a good customer service experience?' Below that in small is 'Engine Customer Experience Report 2018'

“Brands that do well master the technology and the ability to connect with customers emotionally; excite and genuinely care for their customers. It’s not either/or. ”

Download a free summary report.

Read Engine's 2018 survey into consumers' views on what makes a good customer experience and the brands getting it right.