The Kantar CX+ report names online retailer Amazon and D-Mart as winners in customer experience scores. Amazon has been ranked first in general retail and fashion retail segments while D-mart has grabbed the top slot in the grocery category in terms of customer experience scores, according to the Kantar CX+ 2020 report.
Flipkart was second in both general retail and fashion retail segments after Amazon. D-Mart and Myntra were at third place in general retail and fashion retail categories.
The study was conducted in early 2020 for three retail sectors - grocery, fashion and general retail. It surveyed 6,068 retail customers in India.
According to Kantar, the new CX+ study s the only sector-specific index that assesses retailers based on a unique combination of their customer experience scores.
In addition, the study identifies each retailer's Experience Gap - which quantifies the difference between their Brand Promise and the actual customer experience delivered. It reveals that for many retailers, there is a huge gap between the brand promise and customer experience. The retailers who emerge as leaders are those who have delivered a superior customer experience that is matched with a strong brand promise thus giving them a distinctive 'Experience Advantage' over their competition.