In a recently released Kantar CX+ 2020 report – based on customer experience scores, both the leading e-commerce marketplace Amazon and Avenue Supermarts-owned DMart have secured the top slot.
The report was released on Thursday (6 August).
While Amazon has grabbed the coveted spot under general retail and fashion retail segments, DMart made it to the leading position under the grocery category.
Kantar is a data, insights and consulting company.
The survey, conducted on 6,068 retail customers in India, took place earlier this year.
Walmart-owned e-commerce major Flipkart took the second spot under both general retail and fashion retail segments, after its arch-rival Amazon.
The third slot under general retail and fashion retail categories was taken by both DMart and the Flipkart-owned fashion and lifestyle marketplace Myntra.
The report highlighted that out of the three sectors covered – general, fashion and grocery retail, Amazon was rated the top retailer in two. “DMart emerged as the winner in the grocery sector. While Flipkart figured in the top 3 in all sectors,” it further underlined.
As also stated in the report, for many retailers, a huge gap has been noticed between brand promise and customer experience. Clearly, retailers who have emerged as leaders could bridge that gap, offering a superior customer experience along with a strong brand promise.