For Customer Experience Professionals

Customer Experience Index Snapshot: Retail

    Why Read This Report

    Forrester asked nearly 5,000 consumers about their interactions with a variety of companies to gauge the usefulness, usability, and enjoyability of their experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 112 firms in nine industries. In this document, we take a closer look at the 27 retailers included in the index. Some of our findings: Costco, Borders, and Barnes & Noble top the CxPi rankings, wholesale clubs are the most useful, book stores are easy to use, and Old Navy is the most enjoyable clothing retailer.
    US $499
    Add To Cart
    Become A Client

    Get objective, pragmatic guidance that helps you make tough decisions and succeed in a complex world. Contact us to learn more.

    Already A Client?
    Log in to read this document.