November 27, 2007

Customer Experience Index Snapshot: Wireless Carriers

This is the sixth 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 US 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 eight wireless carriers included in the index. Some of our findings: Virgin Mobile outstripped all of the other carriers; Sprint and Nextel landed at the bottom in every category.

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