Trends Report

The Singapore Customer Experience Index, 2021

How Brands Build Loyalty With The Quality Of Their Experiences

September 20th, 2021
Tom Mouhsian, Principal Analyst
Tom Mouhsian Principal Analyst
With contributors:
Frederic Giron , Harley Manning , Michelle Yaiser , Sukriti Dangi , Bill Nagel

Summary

The coronavirus pandemic had a significant impact on how brands engage and serve their customers, forcing them to alter their approach to customer experience (CX) on the fly. So how did they do? This report reveals the scores of 11 brands, including six auto and home insurers and five multichannel banks, in the 2021 Singapore Customer Experience Index (CX Index™). We examine whether brands used the crisis as an opportunity to build CX equity with customers or stumbled along the way. CX leaders in Singapore can use this report to review CX benchmarks and inform their experience improvement initiatives.

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