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For Customer Experience Professionals

The China Customer Experience Index, 2015

A Benchmark Of How Well Brands In China Use The Customer Experience To Create And Sustain Customer Loyalty

August 24, 2015

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Why Read This Report

For the first time, Forrester has applied the new Customer Experience Index (CX Index™) methodology to appraise how well companies in China are delivering customer experiences that create and sustain customer loyalty. This report evaluates 60 brands in five industries to assess the quality of CX in the world's largest economy. It shows clear leaders emerging in prominent industries once we add key loyalty elements to the mix and investigates why this causes other players to slip toward the middle of the overall brand ranking. CX professionals at firms in China can use this assessment to discover how to improve the CX their companies deliver.

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Table of Contents

  • Forrester's CX Index Shows Firms How Quality Affects Loyalty
  • Most Chinese Firms Deliver Mediocre Customer Experiences
  • The Quality, Not Quantity, Of Services Offers A Path To CX Improvement

  • Act Quickly To Move The CX Needle From OK To Good
  • Supplemental Material
  • Related Research Documents

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