Customer Experience Index Snapshot: Credit Card Providers

November 27th, 2007

Bruce Temkin

With contributors:

Steven Geller , Olga Melnikova

Summary

Forrester asked nearly 5,000 US consumers about their interactions with a variety of companies to gauge the usefulness, usability, and enjoyability of their experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 112 firms in nine industries. In this document, we take a closer look at the 11 credit card providers included in the index. Some of our findings: credit card providers ended up fourth out of nine industries, American Express led the way in the rankings, and none of the firms delivered enjoyable interactions.

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