May 22, 2009

Customer Experience Index 2008 Snapshot: Credit Card Providers

USAA Easily Dominates The Rankings

This is the eighth document in the "Customer Experience Index, 2008" series.

by Bruce D. Temkin

with William Chu, Angela Beckers

Executive Summary (This is a document excerpt)

Forrester asked nearly 4,600 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 113 firms in 12 different industries. In this document, we examine the 10 large credit card providers in the index. USAA garnered top honors in the overall CxPi as well as in all three components of the index. HSBC, on the other hand, took last place.

Buy Risk-Free

Download and print PDF immediately. Price: US $499

Our Money-Back Guarantee: If you are not completely satisfied, return it for a full refund within three weeks of your online purchase.

Already a Forrester Client?
Log in to read this document.