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For Customer Experience Professionals

The Customer Experience Generation Gap

Customer Experience Index Scores Across Five Generations And 12 Industries

September 30, 2009


  • By Bruce D. Temkin
  • with William Chu,
  • Angela Beckers

Why Read This Report

Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers the lowest scores. The difference across generations is largest for health plans, especially when it comes to the enjoyability component of Forrester's Customer Experience Index: Seniors give health plans a 62% rating in this area, while Gen Yers give them a 24% rating.

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