For Customer Experience Professionals

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	May 22, 2009 Customer Experience Index 2008 Snapshot: Credit Card Providers USAA Easily Dominates The Rankings by Bruce D. Temkin with William Chu, Angela Beckers

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Executive Summary

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.

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