For the fourth consecutive year, Leger’s WOW Digital study evaluated the online experience on 184 Canadian websites and mobile apps on 22 dimensions of our online customer experience model. This study allows companies to identify their strengths and weaknesses at each stage of the online customer experience, from online shopping to delivery, know the profile of their visitors, and understand the major irritants encountered by visitors based on an analysis of their comments.
Nearly 14,000 Canadians were surveyed from October 15 to December 8, 2021. According to them, the companies that offer the best online experience in Canada are…
THE 2021 RANKING OF THE BEST ONLINE EXPERIENCES IN CANADA
Special Feature: The Most-Appreciated Mobile Apps
The Simons mobile app tops the ranking of the apps Canadians appreciate most. It stands out with respect to several aspects: its visual appeal, the personalization of the customer experience and the presence of interesting additional content. CIBC’s app, ranked second, is especially appreciated for its usability and the relevance of the features it offers. Finally, the SAQ app, which came in 3rd place, is appreciated for its discounts and promotions, its visual appeal, the relevance of its functionalities and the level of personalization of the customer experience.
Desjardins is in 4th place in the ranking of the mobile apps most appreciated by Canadians, while Tangerine, Brunet, Lush and Nespresso are all tied in 5th place. Finally, Chocolats Favoris came in 9th place, and Amazon Canada came in 10th.