Trends Report

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 31st, 2016
Riccardo Pasto, Principal Analyst
Riccardo Pasto Principal Analyst
Ryan Hart, null
Ryan Hart
With contributors:
Rick Parrish , Diane Deng , Travis Wu , Michael Barnes , Roxana Strohmenger , Bill Nagel

Summary

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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