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 US Investment Firms Customer Experience Index, 2017

    How US Investment Brands Earn Loyalty With The Quality Of Their Experience

    October 18, 2017 Davis Janowski, Dylan Czarnecki

    How well do leading investment brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 23 US investment brands — both direct and full-service — that were analyzed as part of the US 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 US Auto And Home Insurance Customer Experience Index, 2017

    How US Auto And Home Insurance Brands Earn Loyalty With The Quality Of Their Experience

    October 12, 2017 Ellen Carney

    How well do leading auto and home insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 auto and home insurance brands that were analyzed as part of the US 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 US Banking Customer Experience Index, 2017

    How US Bank Brands Earn Loyalty With The Quality Of Their Experience

    October 4, 2017 Alyson Clarke, Dylan Czarnecki

    How well do leading bank brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 28 banking brands — both direct banks and traditional retail banks — that were analyzed as part of the US 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 US Health Insurance Customer Experience Index, 2017

    How US Health Insurance Brands Earn Loyalty With The Quality Of Their Experience

    September 27, 2017 Faith Adams, Kate McCarthy, Dylan Czarnecki

    How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were analyzed as part of the US 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 US Federal Customer Experience Index, 2017

    September 6, 2017 Rick Parrish, Margaret Rodriguez

    The White House requires federal agencies to provide customer experiences that match the best of the private sector's. In this report, we measure agencies' progress toward this goal with our annual federal Customer Experience Index (CX Index™) rankings. We also compare agencies' customer experience (CX) performance with the private sector's and assess how well agencies perform on key CX drivers, including digital CX. We conclude with concrete advice for federal CX pros who want to improve customer experiences efficiently.

View all research

Analysts Who Cover Customer Experience Index (CX Index)

View all related analysts