For Customer Experience Professionals

Primary Analyst Photo	Document Information	Rate this Document
	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

This is an excerpt

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.

This is an excerpt

Buy Risk-Free

Price: US $499

Our Money-Back Guarantee: If you are not completely satisfied, return it for a full refund within three weeks of your online purchase.

Already a Forrester Client?
Log in to read this document.