KPMG Nunwood

UK Customer Experience Excellence Analysis 2016


Financial Services

The online payment service PayPal is a new arrival in the UK top 20, having risen 14 places since 2015 to land at number 13. With a CEE score of 7.86, it delivers a solid performance across The Six Pillars, delivering an overall customer experience that is efficient, personalised, and secure.

The fact that PayPal is a brand that can be trusted is particularly important to customers, especially given the nature of the world that it operates in, where identity theft and online fraud are genuine concerns for its shoppers. PayPal works hard to let customers know that it cares and that it ‘has their backs,’. It guarantees them 100 per cent protection against any unauthorised payments from their accounts.

In practice, a PayPal transaction is confirmed by email to the relevant account holder. If a shopper wishes to dispute this, they have access to a team of analysts who are able to sort the problem, and this is a service available 24 hours a day, seven days a week. This facility helps to affirm the company’s high score in the pillar of Integrity, where PayPal achieves an impressive 7.87.

“My experience with PayPal is that the service is fast and effective,” one customer stated. “There have been no problems with the service since I started using them, and I have used their services for over 10 years.”

This propensity for speed is crystallised in other areas of the brand’s operations, such as its One Touch service. In PayPal’s words, this system enables customers to turn 16 digits into “one touch,” carrying out transactions at a number of online retailers at the click of a button. Initially, customers enter their login details on the device of their choice – usually a smartphone, tablet, or computer – and these details are then authorised and ‘remembered’ so that shoppers can skip the login process if and when they decide to make a purchase on a particular website. Moreover, PayPal reassures customers that they will still be covered by its fraud protection services, and that it monitors all transactions for suspicious activity.

All things considered, PayPal is arguably one of the more ‘ubiquitous’ companies in the UK top 20, and its strong performance is perhaps even more impressive when it is remembered that PayPal offers a broad spectrum of services over such a wide portion of the internet.

Company Profile

PayPal Holdings, Inc. operates as a technology platform company that enables digital and mobile payments on behalf of consumers and merchants worldwide. It enables businesses of various sizes to accept payments from merchant Websites, mobile devices, and applications, as well as at offline retail locations through a range of payment solutions, including PayPal, PayPal Credit, Braintree, Venmo, and Xoom products. The company’s platform allows customers to pay and get paid, transfer and withdraw funds to their bank accounts, and hold balances in their PayPal accounts in various currencies. PayPal Holdings, Inc. was founded in 1998 and is headquartered in San Jose, California.











Time and Effort