Save 50% on a 3-month Digiday+ membership. Ends Dec 5.
Volkswagen is really disappointing everyone, a new poll confirms.
The embattled German automaker ranked dead last in a poll released today from research firm Brand Keys, which measures how well companies meet customer expectations, otherwise known as emotional engagement. The score, measured out of 100 points, is calculated from a survey taken by 43,000 people to measure how brands “disappointed their own customers.”
Volkswagen is the most unsatisfying brand, with a 29 percent emotional engagement rating. Sales have slumped, and its reputation has been tarnished after admitting last September that it installed “defeat devices” in its vehicles to bypass pollution tests. The brand is now plotting a comeback plan.
Blackberry placed in second (30 percent) for its continuing issues, American Apparel ranked in third place (38 percent) because of mass layoffs and slowing sales and troubled sandwich chain Cosi (39 percent) was in fourth.
Notably, Sports Authority slid to ninth place (50 percent), which announced today it’s liquidating and shuttering all stores, while Whole Foods placed in tenth (53 percent) because of social media gaffes and allegations of price fixing.
The reason why these brands ranked low was because they were unable to meet customers’ needs in a competitive environment where choices surround them. “If a brand performs poorly, consumer displeasure not only shows up on the list but harshly in the marketplace,” Robert Passikoff, Brand Keys’ president said. “And, shortly thereafter, on profit-loss statements.”
More in Marketing
Future of Marketing Briefing: The tells and flops that will define Omnicom-IPG mega holdco
The real story will sit in how this newly fused entity behaves — whether it breaks from the patterns that defined both parents or simply scales them.
In Graphic Detail: CMOs at a crossroads of power and proof
CMOs are closing out another year defined by churn and shifting ground.
As Black Friday nears, fake apologies from brands are all over Instagram
Brands have taken to social media in advance of Bliack Friday to ask followers for forgiveness. The catch: They’re apologizing for their products being too good.