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: Answers To Common Questions About Forrester's Customer Experience Index

    Frequently Asked Questions About The CX Index Methodology, Business Impact Simulator, And Benchmark Study

    April 19, 2018 Rick Parrish, Roxana Strohmenger

    Companies need a way to measure changes in the quality of their customer experience (CX), understand how it compares to competitors' CX, and prioritize improvements that will grow revenue. Forrester's Customer Experience Index (CX Index™) methodology gives brands the data and actionable insights that they need to accomplish these goals. This report answers nine common questions to help CX pros find the right way to integrate the CX Index into their existing measurement landscape.This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Customer Experience Professionals

    REPORT: How Top Performers Improved Their CX Scores And Achieved Strong Revenue Growth

    To Defy Trends, Learn Six Lessons From Leading Australian Firms

    March 29, 2018 Tom Champion

    What CX initiatives achieve notable change for customers and result in strong financial growth? To find out, Forrester interviewed customer experience (CX) professionals at brands that had the largest year-on-year improvement in our comprehensive survey of CX quality in Australia. While this report focuses on Australian firms, all CX leaders can use these firms' experiences to get ideas about how to rebalance priorities to succeed in a mature market.

  • For Customer Experience Professionals

    REPORT: The France Retail Customer Experience Index, 2017

    How French Retailers And Brands Earn Loyalty With The Quality Of Their Experience

    March 28, 2018 Michelle Beeson, Alex Causey

    How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 21 retail brands — both traditional retailers (store and digital) and digital-only retailers — that were analyzed as part of the France 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 France Banking Customer Experience Index, 2017

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

    March 22, 2018 Aurelie L'Hostis, Alex Causey

    How well do leading bank brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven banking brands that were analyzed as part of the French 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 UK Banking Customer Experience Index, 2017

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

    March 22, 2018 Aurelie L'Hostis, Alex Causey

    How well do leading bank brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven banking brands that were analyzed as part of the UK 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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