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For Customer Experience Professionals

The Customer Experience Index, 2008

Consumers Rate The Customer Experience Across 113 Large US Firms

December 12, 2008

Authors

  • By Bruce D. Temkin
  • with William Chu,
  • Steven Geller

Why Read This Report

Forrester asked nearly 5,000 consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index for 113 firms in 12 different industries. Barnes & Noble and USAA topped the rankings, while Charter Communications and Medicaid came in at the bottom. Only 11% of the firms wound up with "excellent" ratings — and 38% were "poor" or "very poor." At an industry level, retailers and hotels ended in the top spots for all categories, while medical insurers and TV service providers ended up at the bottom. Led by U.S. Bancorp, SunTrust, and Citibank, banks made the largest improvement from last year. Time Warner Cable and Charter Communications had the largest decline. Even in an economic downturn, firms need to keep customer experience momentum and chart a course toward Experience-Based Differentiation.

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Table of Contents

  • Barnes & Noble Takes The Top Spot In Forrester's 2008 Customer Experience Index
  • Retailers And Hotels Sweep The Customer Experience Categories
  • RECOMMENDATIONS

  • Continue To Make Customer Experience A Top Priority
  • Supplemental Material
  • Related Research Documents