Customer Experience Index (CX Index)

An annual benchmark of customer experience quality among large global brands, Forrester’s Customer Experience Index is based on our proprietary consumer survey data. Criteria for Customer Experience Index rankings include how effectively respondents felt their needs were met and how they assessed the ease and enjoyability of their experiences. These categories include detailed measures of experience quality, such as task completion rates, average “hold” time, and agent friendliness.

Latest Research

  • For Customer Experience Professionals

    REPORT: The Australia Retail Customer Experience Index, 2017

    How Australian Retailers Earn Loyalty With The Quality Of Their Experience

    January 22, 2018 Tom Champion

    How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 16 retail brands that we analyzed as part of the Australia CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The Australia Banking Customer Experience Index, 2017

    How Australian Banks Earn Loyalty With The Quality Of Their Experience

    January 22, 2018 Tom Champion

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of nine banking brands that we analyzed as part of the Australia CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The India Credit Cards Customer Experience Index, 2017

    How Indian Credit Card Brands Earn Loyalty With The Quality Of Their Experience

    January 17, 2018 Amit Bhatia

    How well do leading credit card brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of five credit card brands that we analyzed as part of the India CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The India Banking Customer Experience Index, 2017

    How Indian Banks Earn Loyalty With The Quality Of Their Experience

    January 17, 2018 Amit Bhatia

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of seven banking brands that we analyzed as part of the India CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The Australia Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    November 20, 2017 Tom Champion

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the Australia CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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