September 30, 2009
The Customer Experience Generation Gap
Customer Experience Index Scores Across Five Generations And 12 Industries
This is the 14th document in the "Customer Experience Index, 2008" series.
with William Chu, Angela Beckers
Executive Summary (This is a document excerpt)
Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers the lowest scores. The difference across generations is largest for health plans, especially when it comes to the enjoyability component of Forrester's Customer Experience Index: Seniors give health plans a 62% rating in this area, while Gen Yers give them a 24% rating.
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Original air date: Friday, October 16, 2009
- The Customer Experience Index, 2008
- Customer Experience Index 2008 Snapshot: Banks
- Customer Experience Index 2008 Snapshot: Wireless Carriers
- Customer Experience Index 2008 Snapshot: Retail
- Customer Experience Index 2008 Snapshot: Internet Service Providers
- Customer Experience Index 2008 Snapshot: Airlines
- Customer Experience Index 2008 Snapshot: PC Manufacturers
- Customer Experience Index 2008 Snapshot: Credit Card Providers
- Customer Experience Index 2008 Snapshot: Insurance Carriers
- Customer Experience Index 2008 Snapshot: Investment Firms
- Customer Experience Index 2008 Snapshot: Hotels
- Customer Experience Index 2008 Snapshot: Health Plans
- Customer Experience Index 2008 Snapshot: TV Service Providers
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Ratings and Comments
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