Apple, Airtel, Jio and Netflix lead customer experience: Kantar

MUMBAI: Airtel and Reliance Jio, Apple, Netflix and Tata Sky have emerged as the leaders in their respective categories in terms of customer experience (CX) as per Kantar, the data, insights and consulting firm.

The findings are from Kantar’s Experience Advantage Report 2020 for the Telecom, Media and Technology (TMT) sector.

Kantar’s CX+ is a sector specific index to look at brands in the context of their category. It uses customer centricity as its core to evaluate CX performance of a company.

The report evaluates companies in the sector based on a combination of their experience scores, on dimensions that are critical to the customer’s journey. The report highlights how top brands are evolving to better meet consumers’ needs; where service providers are doing the exact opposite of what consumers want; and which experience touch points are important to today’s customers.