November 21, 2007

Customer Experience Index Snapshot: Retail

This is the second document in the "Customer Experience Index" series

by Bruce D. Temkin

with Steven Geller, Olga Melnikova

Executive Summary (This is a document excerpt)

Forrester asked nearly 5,000 consumers about their interactions with a variety of companies to gauge the usefulness, usability, and enjoyability of their experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 112 firms in nine industries. In this document, we take a closer look at the 27 retailers included in the index. Some of our findings: Costco, Borders, and Barnes & Noble top the CxPi rankings, wholesale clubs are the most useful, book stores are easy to use, and Old Navy is the most enjoyable clothing retailer.

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