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Customer Experience Excellence Report UK 2024/25

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The sector continues to be a beacon for emerging customer sentiment, with cost, flexibility and transparency paramount. Consumers are looking to engage on their terms with little tolerance for high barrier behaviour from the organisations they transact with e.g. imposing contractual lock ins, clandestine pricing practices etc.

"The overarching must do for our sector this year is for companies to use their brands well. As consumers look to get more value for money and customer service increasingly gets delivered by non-human interactions, the need for trust and clarity will serve as critical differentiators in a sector marked by consumer volatility."

Nat Gross, Partner, Customer & Operations Consulting – Technology, Media and Telecoms

Technology, media and telecoms

The battle for consumer attention continues. The value for money demands of consumers coupled with ever increasing service expectations is leading to a focus on costs and technology-enabled productivity.

Read the sector overview

2023 Technology, media and telecoms top companies

Tesco Mobile continues its ascent of the top 100 index, moving up some 23 places to 20th position.

  • Tesco Mobile
  • Giff Gaff
  • Everyman Cinemas
  • Sky Mobile

Source: Based on the views of 13,143 consumers in the UK CEE 2023/24 research

Latest Customer Experience Excellence Insights

Download the 2023/24 Customer Experience Excellence report

UK consumers want brands to resolve their problems quickly and with little friction however, they also do not want to interact with faceless technology. Read the CEE UK Report 2023/24 to discover how organisations leading in customer experience are striking the right balance between human and machine when anticipating and responding to customer needs.

Download the report ⤓

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Nat Gross contact photo

Nat Gross

Partner,

Sectors Customer

KPMG in the UK

Contact
Tracey Stanley contact photo

Tracey Stanley

Director,

Strategic Alliances Lead

KPMG in the UK

Contact