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 CIO Professionals

    REPORT: Top Research For CIOs: Customer Experience

    Help Your Firm Realize The Value Of Superior CX

    December 11, 2018 Matthew Guarini

    In the age of the customer, the ability to deliver a quality experience to your customers is a key differentiator. Position yourself to be the company that customers love, trust, and come back to, and you will reap the benefits. CIOs are well positioned to partner with other business leaders to drive customer experience (CX) and cultivate customer obsession in the technology function. Read this report to better understand CX and start delivering a strategy that helps your firm win in the age of the customer.

  • For Customer Experience Professionals

    REPORT: The India Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    November 26, 2018 Amit Bhatia

    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 six industries in the India Customer Experience Index (CX Index). We also unveil surprising data on 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: Your New CX Mandate: Be The Engine Of Growth

    Lessons Learned At Forrester's CX Singapore 2018 Summit

    October 31, 2018 Frederic Giron

    Ease and effectiveness are now table stakes for customer experiences (CX). Companies must design experiences that evoke positive emotions to deepen customer loyalty and differentiate their brand. At Forrester's CX Singapore 2018 Summit, speakers shared their experiences combining a compelling CX vision with robust CX management capabilities to elicit positive emotions from customers. This report presents the key lessons learned at the summit.

  • For Customer Experience Professionals

    REPORT: The Singapore Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    August 29, 2018 Tom Mouhsian, Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In our inaugural Singapore Customer Experience Index (CX Index) report, we reveal the complete rankings of 16 brands in three industries and the government sector. We also unveil surprising data about the effect that CX has on customer loyalty and the factors that drive CX quality. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The US Luxury Auto Manufacturers Customer Experience Index, 2018

    How US Luxury Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

    June 20, 2018 Brendan Miller, Alex Causey

    How well do leading luxury auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven luxury auto brands that we analyzed as part of the US Customer Experience Index (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.

View all research

Analysts Who Cover Customer Experience Index (CX Index)

View all related analysts