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For Customer Experience Professionals

The China Customer Experience Index, 2016

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

August 31, 2016


Why Read This Report

The 2016 Customer Experience Index (CX Index™) data for China is in, and what it reveals is surprising. The most comprehensive CX survey of its kind in China, this year Forrester's CX Index methodology takes a deeper look at fewer brands, surveying more customers to evaluate how well each brand's CX strengthens the loyalty of its customers. While some individual leaders held their positions, entire industries moved up, driven by online-to-offline (O2O) strategies. CX pros in China can use this assessment to benchmark the quality of their CX against their peers in the market and ultimately improve the CX that they deliver.

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Table of Contents

  • Chinese Firms Have Upped Their CX Game — And The Results Show It
  • Financials Take The Top Spots; Mobile Device Makers Improve Slightly
  • Both Traditional And Digital-Only Retailers Make A Huge Jump Forward
  • Chinese Brands Must Still Fix The Basics Before Investing In Emotion
  • Recommendations

  • Chinese Companies Are On The Cusp Of CX Greatness
  • Supplemental Material
  • Related Research Documents

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