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There Are No CX Leaders In Canada, According To 2017 CX Index Data
August 28, 2017

Today, Forrester released its 2017 Canada Customer Experience Index (CX Index™), a survey of nearly 75,000 consumers that measures and ranks the CX quality of 192 Canadian brands across 18 industries. The data shows that CX quality either decreased or remained stagnant across the board in Canada.

Here are a few key points that the data revealed:

  • Of the 192 brands Forrester analyzed, 24% had CX scores that worsened, while only 4% had scores that improved.

  • Of the 18 industries included, the OTT service provider industry was the only field that saw a minimal gain, thanks to Crave TV's positive CX score.

  • Forrester refers to the top 5% of brands across all industries in the CX Index as "elite brands." Of the 10 elite brands, six showed no statistically significant score change, four lost points, and just one (Teksavvy) improved modestly.

  • Emotion affects customer experience more than many brands realize: In the traditional retail industry, 83% of customers who feel appreciated will increase their spending with the brand, while only 14% of the customers who felt annoyed by an experience with their TV service providers plan to stay with the brand.

Click here for more information, and please contact us if you'd like a copy of this report.

About Forrester

Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We work with business and technology leaders to develop customer-obsessed strategies that drive growth. Forrester’s unique insights are grounded in annual surveys of more than 500,000 consumers and business leaders worldwide, rigorous and objective methodologies, and the shared wisdom of our most innovative clients. Through proprietary research, data, custom consulting, exclusive executive peer groups, and events, the Forrester experience is about a singular and powerful purpose: to challenge the thinking of our clients to help them lead change in their organizations.


Jenna Vassallo
Marketing Manager
Forrester Research, Inc.

Tel. 617-613-5746



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