We’re pleased to announce that this year’s UK Customer Experience Index report is now live! The report is based on Forrester's Customer Experience Index (CX Index™) methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers.

Overall, it’s been a good year for UK brands, with the percentage of good and OK scores increasing thanks to a significant drop in poor scores. We found that:
  • Six of the eight industries surveyed improved their average score.
  • Twenty-four of the 56 brands surveyed made significant improvements in their experiences.
  • Three of those brands increased their scores by a huge 10 points or more.

But before CX pros think their work is done, beware! There’s still a lot more to be done. For the second year running, none of the UK brands achieved an excellent score, meaning there is still plenty of opportunity for brands to gain a competitive advantage through experience-based differentiation.

Stay tuned for the French and German reports, which will be hitting the site in a couple of weeks. In the meantime, I’m happy to take inquiry calls to talk about our findings and what they mean for CX professionals.