July 28, 2008
The UK Customer Experience Index, 2008
UK Consumers Rate The Customer Experience Of 25 Large UK Companies
This is the first document in the "European Customer Experience Index" series.
by Craig Menzies
with Bruce D. Temkin, Angela Beckers
Executive Summary (This is a document excerpt)
Forrester asked 1,180 consumers in the United Kingdom about their interactions with a variety of companies and high-street brands, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index for 25 companies. Play.com and Amazon.co.uk came out at the top of the list and were the only two companies with an "excellent" rating. Given the mediocre results for most firms, UK companies should put customer experience initiatives near the top of their 2009 strategic plans.
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Original air date: Friday, May 23, 2008
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