Trends Report

Customer Experience Index 2008 Snapshot: Investment Firms

Vanguard And Credit Unions Top List, Despite Overall Decline In Industry

June 4th, 2009
BT
Bruce Temkin
With contributors:
William Chu , Angela Beckers

Summary

Forrester asked more than 4,500 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 113 firms in 12 different industries. In this document, we examine the seven investment firms in the index. Vanguard and credit unions garnered top honors in the overall CxPi as well as in all three components of the index. Merrill Lynch, on the other hand, took last place.

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