Which customer experience pillars are most valued by Hong Kong consumers?

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Personalisation and Integrity are the Most Valued Customer Experience Pillars by Hong Kong Consumers

Hong Kong consumers consistently rank Personalisation and Integrity as the most crucial drivers of excellent customer experience. This sentiment has remained unchanged in the Hong Kong results of KPMG's survey over the past three years, highlighting the enduring importance of trustworthiness and tailored interactions. Integrity, in particular, continues to perform strongly across various sectors.
Integrity as a Foundation for Trust

Integrity has been identified as the best-performing pillar within the insurance industry, demonstrating a 3% year-on-year increase. This signifies that consumers in Hong Kong strongly favour insurance brands perceived as honest and reliable. This consistent preference underscores the fundamental role that trust plays in consumer decisions within the financial services sector.
Personalisation Drives Tailored Experiences

The survey results indicate that Personalisation is also a key driver of Customer Experience Excellence for Hong Kong consumers. This means that brands that treat their customers as individuals and deliver tailored experiences are more likely to achieve high customer satisfaction. This focus on individual needs is a consistent trend observed over the last three years of the survey.
Sectoral Performance of Key Pillars

While both Personalisation and Integrity are highly valued, their specific performance can vary by sector. For instance, Integrity is noted as a lead indicator in the banking industry, suggesting that familiarity and trust are paramount for consumers when choosing banking partners. In the non-grocery retail sector, while not explicitly ranked as a top pillar in the same way, the leveraging of customer data for highly-targeted and personalised experiences is a key strategy employed by leading brands.

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Which customer experience pillars are most valued by Hong Kong consumers?

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