Customer Pioneer Report - The Foundation - Flipbook - Page 20
FINDINGS FROM CUSTOMERS
The State of the Nation for UK Customers
Giving us hope – The Heroes
• General retailers did best, with 7 in 10 saying
they are reliably good or better.
• Streaming services were also strong, with 69%
having a reliably good experience or better.
The Heroes – the top 14 sectors – by percentage
• Supermarkets performed well, with premium
o昀昀erings just ahead of large supermarkets and
low-cost supermarkets.
75
• Independent cafes and restaurants come an
encouraging fourth, with local relevance and
individuality putting them ahead of café
chains, who also do well.
• Gyms and 昀椀tness centres have plenty of fans,
as do the technology companies, although
not social media businesses, which were listed
separately.
National airlines
Technology companies
Banks
Gyms and fitness centres
Premium clothing retailers
Café chains
Large clothing retailers
Low-cost supermarkets
Premium hotel chains
Large supermarkets
50
Premium supermarkets
55
Streaming Services
60
Independent cafés and restaurants
65
General retailers
% Great Experience*
% Great
Experience
70
• Interestingly given their villain status in
the media, banks did well, with just under
6 in 10 昀椀nding them reliably good or
better. We think this is signi昀椀cant as banking
has gone digital, through new entrants and
the big established players, making it easier
to manage money. The publicity about branch
closures looks like it hasn’t brought them down
for most.
• Despite discount airlines being one of the
Vampires, national airlines made the cut into
hero status.
*Great experience determined by responses given which are either “wonderful, brilliant” or “reliably good”. Heroes are all above 59%.
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