Customer experience expectations are shifting, requiring organisations to think about the total experience.
Increasingly, organisations are competing against the best experience a customer has had anywhere. Just one result outlined in a new report from KPMG New Zealand, The Big Shift: Experience by Design, this rise in what we describe as ‘liquid expectations’ raises the bar for every New Zealand organisation.
Spanning financial services, retail, grocery, telecommunications, utilities, travel, restaurants, entertainment and leisure, the report details how every day, New Zealanders compare their experiences as a customer.
Based on a survey of 80 of New Zealand’s most popular brands, we benchmark customer experience (CX) performance through the voices of over 1,000 Aotearoa New Zealand consumers. And we reveal our ‘CX50 2026’ leaders: the top-rated 50 brands that set the CX standard for New Zealand in 2026.
Part of a global study, the research explores how customers interact with brands, what they value most and which organisations are delivering experiences that consistently meet or exceed expectations.
