New data from ForeSee that ranks the top 100 brands according to customer loyalty, purchasing and recommendation behaviour, has revealed that Facebook has won the prize for the lowest scoring brand overall, as consumers and brands reportedly begin to lose faith in the social media giant.
New data from ForeSee that ranks the top 100 brands according to customer loyalty, purchasing and recommendation behaviour, has revealed that Facebook has won the prize for the lowest scoring brand overall, as consumers and brands reportedly begin to lose faith in the social media giant.
Compiled of 75,000 responses to an online survey, the ForeSee Experience Index (FXI) quantifies the customer experience by taking a look at the satisfaction scores awarded to each of tje 100 brands. As well as this, it takes into account three key measurements that are predictive of future behavior – retention, upsell and recommend – and ranks the companies on a 100-point scale
The data reveals that Amazon is a firm favourite in the retail industry, scoring an impressive 87 in terms of customer satisfaction, with Nordstrom (86), Coach (85), Costco (84) and Tiffany (84) all putting on a good show.
Innovative new products and services and a desire to continue to cut down delivery time to customers may have been a significant factor in Amazon’s high rating, with the recent revelation it was in plans to develop an unmanned, drone delivery service getting the tech and digital marketing industry talking.
Mcdonalds scored a relatively low 72, highlighting a need for some improvement in terms of customer satisfaction, with American Express (82) coming top of the finance brands, and Google (81) knocking Facebook (69) out of the park by eleven points. Interestingly, Apple (83) also leads Microsoft (78) by five points.
Larry Freed, president and CEO of ForeSee, commented: “ForeSee’s Experience Index reveals some surprising customer experience winners and losers and really indicates that those companies giving customers what they want are positioned for long-term success at the brand level.
“The ForeSee Experience Index research illustrates how individual drivers of customer satisfaction have a quantifiable impact on the likelihood of customers to purchase more and continue to do business with or recommend a brand. The report gives the companies listed a chance to benchmark themselves against each other in terms of the overall customer experience, and serves as an industry resource to give other businesses the opportunity to compare themselves to the best in class.”
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