Trader Joe’s, CX Index Newcomer, Tops Retail Ranking
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.
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