Havas CX which is an annual barometer for customer experience performance has issued its report for 2022, the X Index. Every year, the Index surveys more than 50,000 consumers across 9 markets, evaluating the interactions they have with various brands throughout the year.
The index shows how the consumers have prioritized the various brands based on their importance. Havas scores these brands out of 100 points taking in various factors.
As per the report, here are the top 10 brands in India ranked as per customer experience.
1. Apple (Score – 64.05)
2. Taj (Score – 61.16)
3. Kia (Score – 59.99)
4. MG Hector (Score – 59.71)
5. Hyundai (Score – 58.82)
6. One Plus (Score – 58.73)
7. Boat (Score – 57.92)
8. Cult.Fit (Score – 52.75)
9. Michelin (Score – 52.69)
10. JBL (Score – 52.39)
50 leading brands across 13 categories from India, including financial service, retail, automotive, fashion, beauty, health, hospitality, entertainment, and more, were studied.
It was only India that registered a low score in 2021, in comparison to 2020. The other five countries- China, France, Portugal, the UK, and the US which registered higher scores, showcased the rising customer satisfaction in these markets.
Brand image has come out as the strongest competitor for the second consecutive year, representing 46% of India’s score. This shows that brands need to maintain continuous engagement to enhance their image while also making it part of their CX.
This year’s X Index research reveals that increased consumer expectations around trust, sustainability, and inclusivity are now impacting the evaluation of customer experience, with brands being assessed on the concrete actions they deliver to create a welcoming experience for all – shifting the traditional idea of customer experience to citizen experience.
