Forrester’s 2016 US Customer Experience Index (CX Index™) results are in, and key findings are covered in a new report that published this morning. Based on a survey of more than 122,000 US online adult consumers that measures and ranks the CX quality at 300-plus large US brands, the CX Index revealed that more industry average scores rose than fell since 2015.
CX quality improved across the board, with USAA topping the list this year. On average, retail banks, digital-only retailers and insurance providers have the best CX — while airlines, TV/internet service providers, and government agencies are performing the worst.
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