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 India Digital Retailers Customer Experience Index, 2018

    How Indian Digital Retail Brands Earn Loyalty With The Quality Of Their Experience

    January 24, 2019 Amit Bhatia

    How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven digital retailers that we analyzed as part of the India 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.

  • For Customer Experience Professionals

    REPORT: The India Credit Cards Customer Experience Index, 2018

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

    January 7, 2019 Amit Bhatia

    How well do leading credit card brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of five credit card issuers that we analyzed as part of the India 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.

  • For Customer Experience Professionals

    REPORT: The India Auto And Home Insurers Customer Experience Index, 2018

    How Indian Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience

    January 3, 2019 Amit Bhatia

    How well do leading auto and home insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven auto and home insurers that we analyzed as part of the India 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.

  • For Customer Experience Professionals

    REPORT: The India Banking Customer Experience Index, 2018

    How Indian Banks Earn Loyalty With The Quality Of Their Experience

    January 2, 2019 Amit Bhatia

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven banks that we analyzed as part of the India 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.

  • For Customer Experience Professionals

    REPORT: The Australia Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    December 26, 2018 Riccardo Pasto, Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 36 brands across six industries in the Australia Customer Experience Index (CX Index). 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.

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