{"id":192009,"date":"2026-03-18T07:00:46","date_gmt":"2026-03-18T06:00:46","guid":{"rendered":"https:\/\/luxus-plus.com\/?p=192009"},"modified":"2026-03-18T10:11:17","modified_gmt":"2026-03-18T09:11:17","slug":"the-new-kpmg-study-on-customer-experience-puts-luxury-in-the-spotlight","status":"publish","type":"post","link":"https:\/\/luxus-plus.com\/en\/the-new-kpmg-study-on-customer-experience-puts-luxury-in-the-spotlight\/","title":{"rendered":"The new KPMG study on customer experience puts luxury in the spotlight "},"content":{"rendered":"

Four luxury brands\u2014Chanel, Herm\u00e8s, Louis Vuitton, and Dior\u2014feature in the Top 10 of the seventh edition of the ranking compiled by the consulting firm, which measures the overall quality of the customer experience as perceived by consumers.<\/h4>\n

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Luxury<\/b> is once again in the spotlight in the seventh Customer Experience Excellence (CEE) ranking<\/b>, conducted by the firm KPMG.<\/b><\/p>\n

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Four brands (Chanel,<\/b> ranked third with a score of 8.01 (up 0.04 from 2024), Herm\u00e8s<\/b> (sixth, with 7.97), Louis Vuitton<\/b> (seventh with 7.96), and Dior<\/b> (tenth with 7.94, up 0.03 from 2024) are indeed in the Top 10<\/b> of the study, which evaluates customer experiences across brands and retailers.<\/p>\n

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Last year, there were only two: Chanel, which nevertheless held the top spot, and Dior, in fifth place.<\/p>\n

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In 2026, luxury brands share the honors of their high rankings with the Puy du Fou<\/b> theme park, Ranking first are the hotel chains Novotel and Mercure<\/b> (second and fifth), the natural cosmetics chain Aroma Zone<\/b> and the jewelry chain Pandora<\/b> (fourth and ninth), and finally the star e-commerce retailer Amazon (tenth).<\/p>\n

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240 brands, 11 sectors<\/h2>\n

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To compile its ranking, KPMG had more than 7,000 French consumers evaluate 240 brands across 11 industry sectors (Fashion & Beauty, Specialty Retail, Entertainment & Leisure, Travel & Hospitality, Fast Food, Insurance, Banking, Food Retail, Telecommunications, Energy & Natural Resources, Logistics<\/b>).<\/p>\n

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