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(will not be published)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

Pet category recorded a sales drop in garden centres

La Féderation des Jardineries and Animaleries, a French industry association for garden centres and pet stores, has announced that French garden View news...


Manna Pro Products acquires ZuPreem

Manna Pro Products, a manufacturer and marketer of pet care and nutrition, has agreed to acquire ZuPreem, a global brand specialising in premium View news...

Zoomark International offers webinars

20 April sees the first in a series of virtual roundtable discussions hosted by Zoomark International in partnership with some trade magazines in the View news...


Petco net sales 2020 increased 11 per cent

Petco has reported that fourth-quarter net sales increased by 16.5 per cent to 1.3 bn dollars, driven by comparable sales growth of 17 per cent. For View news...

Products of the year 2020/21

Products of the year

What is the most innovative pet product of the year? This is what the editorial team of PET worldwide trade magazine would like to ask you.

You will find a selection of some of the most important products in 2020/2021 on our voting page.

Only pet supplies retailers and wholesalers are called upon to participate in the voting.

Vote now

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


The latest news

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

Just register