Customer Satisfaction Ranking High for Costco, Amazon, Apple According to Survey Results
The Verint Experience Index report for 2021 has identified the top retailers in customer satisfaction, primarily based on their ability to deliver excellent digital and contact center experiences during the COVID-19 pandemic. While the specific list of the top retailers is not detailed in the available search results, the report highlights key factors contributing to their success in e-commerce during these challenging times.
The central drivers of success revolve around digital agility, AI-enhanced contact centers, and omnichannel customer engagement. Retailers that focused on digital transformation were able to respond quickly to rapidly-changing consumer behaviors, enabling seamless online shopping experiences amid social distancing requirements. Enhanced contact center capabilities, using AI-powered cloud platforms, allowed these retailers to efficiently manage increased customer interactions and provide personalized service.
Adoption of intelligent virtual agents and workflow automation helped maintain high service levels despite surges in demand. Retailers leveraged omnichannel communication (voice, chat, email, social media, mobile) for consistent and accessible customer engagement. Furthermore, these top retailers emphasized customer loyalty and meeting changing expectations, adapting to evolving consumer behavior in a disrupted retail environment.
According to a recent Forrester report, retailers that can adapt quickly to meet consumers' needs are more likely to succeed during the COVID-19 pandemic. The Verint report ranks Costco, Amazon, and Apple as the highest in customer satisfaction among the top 25 retailers. Costco was named the most trusted retailer and the retailer that respondents recommend the most. Amazon tops a list of retailers for satisfactory online purchases and online returns.
In the holiday season, retailers have a lot to juggle, including price-conscious shoppers and ever-changing tariffs. Nearly three-quarters of consumers will abandon a brand after three or fewer poor customer service experiences, according to a recent Coveo report. Price was the primary concern for all survey respondents. Interestingly, Gen Z prioritized retailers' mask policies more than easier returns, while millennials and older generations ranked simpler returns as a higher priority.
The survey indicates that good customer service, particularly in e-commerce, is more important during the COVID-19 pandemic. Retailers that scored high in Verint's study focused on digital transformation and e-commerce. Retailers like Best Buy, Macy's, and Disney have shifted their workforce and brick-and-mortar presence to meet the increased digital demand. Among the top considerations in purchase intent were prices, mask policies, and easy returns.
Verint's survey found that respondents who had a great customer experience have a 90% higher intent to purchase online and an 88% higher intent to recommend the retailer to others. In summary, the Verint 2021 report underscores the importance of digital transformation, AI-enhanced contact centers, and omnichannel customer engagement for retailers aiming to excel in customer satisfaction and e-commerce during the COVID-19 pandemic.
- Retailers aiming to excel in customer satisfaction during the pandemic need to focus on digital transformation, as those that responded quickly to changing consumer behaviors were able to provide seamless online shopping experiences.
- AI-powered contact centers and omnichannel communication have proven crucial for retailers in managing increased customer interactions, providing personalized service, and maintaining high service levels, even during surges in demand.
- The adoption of intelligent virtual agents and workflow automation, along with emphasizing customer loyalty and meeting changing expectations, are key factors that separated the top retailers from the rest in terms of customer satisfaction during the pandemic.
