Chanel, leader in customer experience according to the KPMG 2024 ranking
For the first time, Chanel has topped KPMG France’s Customer Experience Excellence (CEE) 2024 ranking, confirming its commitment to outstanding customer relations.
Chanel, a benchmark in customer experience
Chanel tops the CEE 2024 ranking, which assesses the best practices in customer experience in France. The ranking, based on 7,026 opinions from customers and prospects covering 238 brands in 11 sectors, recognizes for the first time a luxury brand as leader.
With a CEE score of 7.97, Chanel particularly stands out in three areas: integrity, embodying trust and loyalty to the brand promise; the ability to understand and meet customer expectations; and personalization, for a more exclusive, tailor-made relationship.
Chanel also gained +0.56 points in CSR perception, thanks in particular to its “N°1 de Chanel” line of refillable, plastic-free products, marking a step forward in sustainability.
Luxury shines in the Top 10
While Chanel holds the top spot, another luxury brand has made its way into the Top 10: Dior, which has climbed nine places to fifth position. The brand stands out for the integrity, personalization and fluidity of its customer journey.
Here are the Top 10 of the CEE 2024 ranking:
- Chanel
- Okaïdi/Obaïbi
- Nespresso
- Krys
- Dior
- Puy du Fou
- Nocibé
- Optic 2000
- Parc Astérix
- Futuroscope
A contrast with the younger generation
Notably, no luxury brand appears in the Top 10 of young consumers (18-34). According to KPMG, young consumers prefer accessible, playful experiences, as opposed to the prestige and quality-of-service values sought by the general population.
With this top ranking, Chanel proves that excellence is no longer limited to products, but extends to the entire customer experience, confirming its status as atimeless icon of luxury.
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