The Singapore Customer Experience Index Rankings, 2022

The past 12 months have been a roller-coaster ride for consumers and brands. COVID-19 cases and fatalities have declined, allowing consumers to regain some normalcy in their social lives and brand interactions — but supply chain issues, staffing shortages, and rising costs hamper firms’ efforts to return to that same pre-pandemic “normal.” How well did Singapore brands manage their customers’ experiences? We reveal the scores and rankings of 11 banking and home/auto insurance brands. These financial services firms continue to offer mediocre or worse CX; their performance stayed flat or dropped in 2022. CX pros at banks and insurers can use this report to inform their improvement efforts.