For Customer Experience Professionals

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	November 21, 2007 The Customer Experience Index, 2007 Consumers Rate The Customer Experience Across 112 Large US Firms by Bruce D. Temkin with Harley Manning, Steven Geller, Olga Melnikova	Average: 10  (1 rating)

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Executive Summary

Forrester asked nearly 5,000 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 for 112 firms in nine different industries. Led by Costco, Borders, and Barnes & Noble, retailers dominated the top of the rankings. But on average, there's a lot of room for improvement: Only 10% of the firms wound up with "excellent" ratings — and 21% were "poor" or "very poor." That's why firms should put customer experience initiatives near the top of their 2008 strategic plans and chart a course toward Experience-Based Differentiation.

TABLE OF CONTENTS

• Costco Takes The Top Spot On Forrester's 2007 Customer Experience Index
• Retailers Sweep All Customer Experience Categories

RECOMMENDATIONS

• Make Customer Experience Improvement A Top Priority
• Supplemental Material
• Related Research Documents

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