Joanita Wibowo

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Australia's top 10 favourite brands revealed

Australia's top 10 favourite brands revealed

Australia’s top brands for customer experience have been revealed, with an international company grabbing the number one spot.

KPMG’s 2019 Customer Experience Excellence report surveyed more than 2,500 Australians on their experiences with 114 Australian and foreign brands.

Singapore Airlines came out as the highest-rated brand, followed by RACQ Insurance, Bendigo Bank, PayPal and Afterpay.

Financial services dominated the top 10 list and rose as the second best-performing sector after grocery retail. Dan Murphy’s dominated the retail sector, with the report noting its wide product range and optimised store experience. Following Dan Murphy’s were ALDI at number 18, First Choice Liquor at 19, and BWS at 21. Woolworths, Coles and IGA came up with a wide gap at number 46, 47 and 48 respectively.

The report said the findings indicated that customers prefer brands that are community-led and values-driven.

“Brands that are community-led, abiding by collective values and playing an active role in the community are likely to engage customers over brands that are focused solely on building their customer base,” KPMG Australia customer, brand and marketing advisory partner Sudeep Gohil.

“It’s evident amongst customer experience leaders across industry that holding an altruistic stance has become common practice and therefore organisations that choose not to be community focused risk falling behind in years to come.”

The overall customer experience has stagnated at 7.14 out of 10 in the 12 months since the previous report, reflecting “good but not great delivery”.

Top 10 customer experience brands in Australia

  1. Singapore Airlines
  2. RACQ Insurance
  3. Bendigo Bank
  4. PayPal
  5. Afterpay
  6. ING
  7. NRMA Insurance
  8. Dan Murphy’s
  9. RACV Insurance
  10. Subway