Our study of the state of customer experience in Hong Kong has found a wide gulf between the quality of the customer experience that companies believe they are delivering and what customers think of the service they are actually receiving. To understand the measures being taken by Hong Kong businesses to meet the changing expectations of customer experience, PwC Hong Kong conducted a survey in collaboration with the Hong Kong Coalition of Service Industries (HKCSI), the service sector think tank of the Hong Kong General Chamber of Commerce. The findings suggest that Hong Kong’s service industry needs to improve to remain competitive in the region. At the same time, the survey suggests that there are immense revenue opportunities
for companies who adopt and implement the right customer growth and retention strategies based on enhancing customer experience.