TSB shows authentic connections key to a winning customer experience

TSB has taken out the title of 2019 Customer Experience Excellence Champion, reveals KPMG’s New Zealand Customer Experience Excellence Report.

The report shares the top brands excelling in customer experience, based on a survey of almost 3,000 consumers across New Zealand, with 130 New Zealand and international brands considered against the KPMG Six Pillars of Customer Experience Excellence.

TSB gained top spot through its authentic, customer-first philosophy. Customers scored TSB highly on their ability to empathise and provide resolution, a testament to their support of Kiwi customers and their communities over their 160+ year history.

“Now, more than ever, it’s imperative that banks are focused on working for people, rather than just looking after their customer’s money,” says TSB CEO Donna Cooper. “That’s something we have always believed at TSB, so it is a genuine pleasure to have that recognised by our customers. I know our team take real pride in going the extra mile for our customers, not just because we ask them to, but because it’s the right thing to do.”

Airlines took out second and third place. Singapore Airlines was rated highly for empathy and the ability to meet and exceed expectations, delivering the highest levels of customer service in a genuine manner. Air New Zealand had high scores for integrity and excelling at expectations, evidence of the people centric culture and hospitality excellence.

“Our 2019 findings show us that in a world of exponential change, New Zealand organisations must remember that success depends on the quality of their connection to the customer,” says Simon Hunter, KPMG Partner. “In comparison to our inaugural report findings in 2018, New Zealand organisations have raised the bar on customer experience. The message for enterprises is that a great experience last year becomes the expectation for tomorrow.”

“The results from the 2019 leaders confirm that customer experience excellence is a source of advantage, says Simon. “The leaders experience 1.7 times more revenue growth and 13 times more EBITDA (earnings before interest, tax, depreciation and amortisation) growth than their laggard peers. This payback is critically important in an environment where growth is hard to realise.”

The KPMG ‘Six Pillars of Customer Experience Excellence’ – the DNA of every outstanding customer experience:

  • Personalisation: Using individualised attention to drive an emotional connection.
  • Integrity: Being trustworthy and engendering trust.
  • Expectations: Managing, meeting and exceeding customer expectations.
  • Resolution: Turning a poor experience into a great one.
  • Time & Effort: Minimising customer effort and creating frictionless processes.
  • Empathy: Achieving an understanding of the customer’s circumstances to drive deep rapport.

For more information contact:

Philippa Walker
TSB Media & Communications Manager


027 378 3759 / philippa.walker@tsb.co.nz