Fressnapf Austria comes up trumps

The mission of KPMG's Customer Experience Excellence Center is to make the customer experience available to companies in the form of figures. The latest KPMG report, "Being close to the customer", highlights the impact of Covid-19 on the customer experience. It focuses on four key areas to probe the changed requirements of customers in Austria in greater detail: change in shopping habits, digitalisation, safety and trust.
According to the report, Fressnapf Austria has reassured customers with its rapid introduction of an expanded range of services, along with strict hygiene and safety measures. "As a company that is already customer-centric, we are delighted with the trust shown in us by our customers during the pandemic and are pleased with this recognition," said Hermann Aigner, managing director of Fressnapf Austria.
The company's score in the "empathy" category increased the most, by eight per cent. In other categories such as personalisation, dealing with problems, time expenditure, integrity and expectation, improvements of between seven and eight percentage points were recorded.