The Frost & Sullivan Best Practices in Customer Experience awards programme seeks to recognize companies that have pushed the boundaries of excellence, delighting their customers at every stage and in every interaction, rising above the competition and demonstrating outstanding performance in their industry.

Nissan ranks top as Most Customer Preferred Automotive Company in Taiwan

According to the Frost and Sullivan’s 2013 Customer Experience Study for Taiwan in automotive services, Nissan emerged as the leader for overall customer experience. Nissan’s strong performance can be attributed to factors such as quality of service, competent sales advisors, availability of auto finance, personalized service, and well-designed/comfortable service centres and showrooms. Despite the competitive landscape, Nissan stood out against its competitors by prioritising its customers’ demands for greater improvements.

Taishin International Bank Top in Customers’ Satisfaction and Perception in Taiwan

Frost and Sullivan’s 2013 Customer Experience Study for Taiwan in the banking industry saw Taishin Bank emerge tops for customer experience over its competitors. It was shown to have better overall customer experience and customer orientation, highest likelihood of customer recommendation, and highest confidence level. Ultimately, its strong performance was due to highly reliable services consultants and customer support channels that strive to provide the expected customer experience.

Chunghwa Telecom Provides Positive Current Experience to its Customers

Chunghwa Telecom is one of the most established and popular telecommunication providers in Taiwan. Research from Frost & Sullivan’s 2013 Customer Experience Study for the Telecommunications industry showed that it had achieved the highest customer satisfaction across a number of areas including the best customer satisfaction, customer loyalty, repeat purchase and recommendation to others.

“Frost & Sullivan defines customer experience as the combination of all the experiences a customer has with a supplier of products and services, throughout the course of their relationship with that company,” said Cecilia Chang, Country Head, Frost & Sullivan Taiwan.

She added, “The customer experience has been increasingly shaped by factors such as greater competition in the marketplace, empowerment of customers through new technologies such as social media, and macro-economic climate change. To stay relevant, businesses need to reassess the way they are structured, function and build relationships with customers.”

Frost & Sullivan benchmarked customer experience across all key touch points (such as retail, contact center, services and support) though the customer lifecycle. The survey is also unique in terms of its focus on measuring both customer sentiment (emotions and feelings) as well as rational opinions.