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For Customer Experience Professionals

The Singapore Customer Experience Index, 2020

How Brands Build Loyalty With The Quality Of Their Experiences

October 5, 2020

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Why Read This Report

How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the scores of five banks and six auto/home insurers in the Singapore Customer Experience Index (CX Index™). We also unveil new trends in CX quality and highlight the achievements of this year's top-performing brand. Customer experience professionals can use this report to inform their ongoing improvement efforts and strategic initiatives.

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Table of Contents

  • The Quality Of Customer Experience In Singapore Is Edging Up
  • Brands, Especially Banks, Improved Across All Three E's Of CX Quality
  • DBS Bank Tops The Singapore CX Index In 2020
  • Emotionally Positive Customer Engagement Will Drive CX Forward
  • What It Means

  • How Forrester Can Help
  • Supplemental Material
  • Related Research Documents

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