CLIP THIS INQUIRY

Select a group:

Group Name
Create New GroupClip

CLIP THIS FLOW

Select a group:

Group Name
Create New GroupClip

For Customer Experience Professionals

Executive Q&A: Forrester's Customer Experience Index

January 04, 2013

By Megan Burns with Harley Manning, Allison Stone

  • 335 downloads
  • 0 comments
  • Rating:

Why Read This Report

To help customer experience professionals get the most from Forrester's Customer Experience Index (CXi) research, we've summarized answers to the 10 most frequently asked questions we get from clients about this annual benchmark of customer experience quality. Those questions include: When and how is the CXi data gathered, how is each brand's CXi score calculated, and what other data does Forrester have to help brands figure out what's behind their scores? (This report is a minor update of "Executive Q&A: Forrester's Customer Experience Index" originally published on February 16, 2012.)

Tags: Customer Experience Management, Marketing & Strategy
US $ 499
Become A Client

Get objective, pragmatic guidance that helps you make tough decisions and succeed in a complex world. Contact us to learn more.

Already A Client?
Log in to read this document.

TABLE OF CONTENTS

  • 1. What is Forrester's CXi?
  • 2. When and how is the CXi data gathered?
  • 3. What criteria does Forrester use to assess customer experience quality?
  • 4. What scale do the questions in the CXi use?
  • 5. How is each brand's CXi score calculated?
  • 6. Why isn't a particular brand listed in the CXi?
  • 7. Does the CXi cover B2B experiences or just B2C ones?
  • 8. Can my company use the CXi methodology to measure customer experience quality?
  • 9. Why did a particular brand's CXi score change this year?
  • 10. What other data does Forrester have to help brands see what's behind their scores?
 
Loading...

Browse

About Forrester

Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Roles We Serve

Forrester supports leaders in 13 roles across three distinct client segments: Business Technology, Marketing & Strategy, and Technology Industry.

Analysts & Coverage Areas

Aligned to your professional role, Forrester's analysts are experts in the specific technologies, issues, and trends currently impacting your business.

Research
Latest Reports
Playbooks
Charts & Figures
Forrester Waves
Planned Research
Data
Consumer Data
Business Data
Events
Forums
Webinars
Workshops
Tools & Templates
Vendor Selection Aids
Best Practice & Self-Assessments
Models & Calculators
Document Templates

Forrester Leadership Boards

Fresh thinking and collaborative problem-solving through an unmatched combination of peer networking, forward-looking analysis, and professional guidance.

Consulting

Our expert analysts provide custom research-based frameworks to guide you through each phase of your critical business initiatives from identifying opportunity to optimizing results.

Community

Connect with peers and analysts, share your views, and ask questions on key business issues.

Blog

Forrester analysts weigh in on the latest business and technology news.

  • BROWSE
  • Register
  • Call +1 617.613.5730
  • Cart