The Customer Experience Index, 2013

January 15th, 2013

Megan Burns

With contributors:

Harley Manning , Allison Stone , Jason Knott

Summary

How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for 154 large US brands across 14 industries including retailers, hotels, banks, credit card providers, insurance firms, airlines, wireless service providers, and investment firms. We show not only the highest- and lowest-scoring companies and industries but also the ones that moved up or down since our 2012 study. Customer experience professionals should use it to understand their competitive environment and set goals for optimizing their customer experience management system.

Want to read the full report?

This report is available for individual purchase ($1495).

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