News | Customer experience report


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.

|30 March 2021 | 12:46

Post a comment

* Please complete the areas marked in red correctly and in full!.

(will not be published)

* obligatory fields

Latest news

Plaček Group tests new format

The Czech Plaček Group is testing a new distribution channel under the Zoomarket brand. The format is based on shops covering a retail area of View news...

Premiere in shopping mall

On 18 November, Fressnapf Austria opened its first City-concept branch in the Riverside shopping mall in Vienna's 23rd district. The new store covers View news...

Packaged Facts forecasts +6.4 per cent

Market research company Packaged Facts has published up-to-date figures for the pet product market in the USA in its "U.S. Pet Market View news...

Ceva Animal Health invites to live show

Ceva Animal Health is inviting viewers to an international live show tonight, 25 November, at 7.30 pm (UTC +1) to mark its 25th anniversary. The View news...

PET worldwide currend issue

Our service during the Coronavirus crisis

Whether in your home office or at work - during the Coronavirus crisis, the current issue of PET worldwide is available here free of charge for use on PCs and mobile devices.

Read e-magazine


© Pixabay, Gerd Altmann

Sustainability and environmental protection go hand in hand and are important priorities in every corporate culture. Scarcely any business sector has as many opportunities in this respect as the pet sector. Here, manufacturers present the latest concepts.

Take a look

PET retailers from D, A, CH

Update now!

PET Handel
The unique work on the German retail pet shops. Essential information for successful marketing, sales and field service activities. Loose-leaf collection incl. folders and database CD.
Order now

Actual economic data

Statistik Zoofachhandel

Dähne Statistik Zoofachhandel
It provides all the key performance indicators for the German PET industry.

Language: German
Order now


The latest news

Get the latest news about the PET industry weekly per email.

Just register