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Trader Joe's, CX Index Newcomer, Tops Retail Ranking
June 19, 2018


The first year it is ranked in Forrester's US Customer Experience Index, Trader Joe’s got the top spot in multichannel retail with 87% of clients praising the easy shopping experience, and Home Shopping Network topped the digital rating — five places up versus 2017. Drastic changes happened to the low performers: Saks Fifth Avenue fell 18 places in multichannel, likely due to growing shopper expectations, and Gilt and Rue La La dropped to the bottom two spots in digital because of higher prices, stricter returns, and weaker product assortments.

Click here for more information on multichannel retail, and please contact press@forrester.com if you'd like a copy of this report.

Click here for more information on digital retail, and please contact press@forrester.com if you'd like a copy of this report.


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