For Customer Experience Professionals

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	June 4, 2009 Customer Experience Index 2008 Snapshot: Investment Firms Vanguard And Credit Unions Top List, Despite Overall Decline In Industry by Bruce D. Temkin with William Chu, Angela Beckers

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Executive Summary

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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