Compared to previous years, we have made one change: sectors that are less popular overall are now treated more fairly.

Some sectors always do worse than others, which is why the leaders in these sectors used to end up low in the rankings and sometimes they didn’t even make the top 100. This year, we have decided to take a different, fairer approach to building the ladder. First, we determined the ranking inside each sector and incorporated the top two thirds of each sector into the final ranking. Then, we used each brand’s total customer experience score to create the final ladder.