The public sector (gov.gr, EFKA and KEP) continues to improve the experience it offers to citizens. gov.gr, in particular, had the second best performance this year among 70 companies, now setting new standards for commercial enterprises.

A Braincandy survey that measures the levels of Customer Experience (CX) in Greece, again this year – for the 6th year – put 70 brands from 10 different industries under the microscope, in an effort by Braincandy to motivate companies to look not only internally but also externally of the strict boundaries of their industry, as these are what shape people’s expectations.

In addition to the big winners and losers of CX, the research among other things highlighted some key takeaways that apply to every company, in every industry.

Key conclusions of the research:

  • Without major changes in the general level of service in Greece in 2023, with the energy sector showing the greatest improvement, however remaining in last place compared to the rest.
  • The public sector (gov.gr, EFKA and KEP) continues to improve the experience it offers to citizens. gov.gr, in particular, had the second best performance this year among 70 companies, now setting new standards for commercial enterprises.
  • What the Greeks seem to want more than anything else is to do their work easily and simply. Despite the focus of companies’ CX policy on polite staff, what seems to make the difference is the simplification of processes.
  • The importance of online stores in shaping the overall experience of a brand has increased. At the same time, however, there appears to be a clear preference for “physical contact” as people grow older.