For Customer Experience Professionals

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	February 18, 2009 The Netherlands' Customer Experience Index, 2008 Consumers Rate The Customer Experience Of 57 Large Firms In The Netherlands by Harley Manning with Jonathan Browne, Bruce D. Temkin, William Chu, Angela Beckers

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Executive Summary

Forrester asked 5,000 consumers in the Netherlands 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 57 firms in five different industries. Led by ANWB winkel, Esprit, and de Bijenkorf, retailers dominated the top of the rankings. But on average, there's a lot of room for improvement: Only six of the firms wound up with "excellent" ratings — and 30 were "poor" or "very poor." That's why firms should put customer experience initiatives near the top of their 2009 strategic plans and chart a course toward Experience-Based Differentiation (EBD).

TABLE OF CONTENTS

• ANWB Winkel Tops The 2008 Netherlands' 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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