Singapore’s well-loved national carrier has been ranked the highest in KPMG's Customer Experience Excellence Report Singapore 2019.
Recognised as a world-class airline, Singapore Airlines (SIA) also led the market in customer experience in countries such as Australia (1st), New Zealand (2nd) and Hong Kong (1st).
The airline actively invests in technological solutions to optimise front, middle and back office operations, as well as to engage, recruit and empower staff, the report noted.
Commenting on the win, Yeoh Phee Teik, Senior Vice President Singapore Airlines, said, "We continually train our people to have the right mindset, values and skills to deliver exceptional service. We leverage on customer insights to better understand our customers’ needs and deliver what they need, want and expect at every stage of their journey."
Meanwhile, financial services sector as a whole has emerged as the highest-ranking industry in Singapore for customer experience.
DBS, which came in sixth on the chart of top brands in Singapore, secured its place as the top-ranking bank in the survey. Its win has proven that consistency in what a brand stands for and shifting to more customer centric and personalised service is appreciated by consumers.
In the insurance category, FWD Insurance stood out with its direct-to-consumer approach. They provided consistently high levels of customer experience across all mediums of customer interaction, as evidenced in their score for personalisation.