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For Customer Experience Professionals

The Customer Experience Index, 2013

January 15, 2013

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Why Read This Report

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.

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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

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Table of Contents

  • Forrester's Customer Experience Index, 2013
  • A Year Of Little Overall Progress
  • This Year's Best, Worst, And Most-Improved Brands

  • Superior Customer Experience Will Lead To Superior Profits
  • Supplemental Material
  • Related Research Documents