June 4, 2009

Customer Experience Index 2008 Snapshot: Investment Firms

Vanguard And Credit Unions Top List, Despite Overall Decline In Industry

This is the 10th 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 more than 4,500 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 seven investment firms in the index. Vanguard and credit unions garnered top honors in the overall CxPi as well as in all three components of the index. Merrill Lynch, on the other hand, took last place.

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