Trends Report

The US Customer Experience Index, Q1 2015

Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience

April 20th, 2015
Megan Burns, null
Megan Burns
With contributors:
Michael Gazala , Carla O'Connor

Summary

Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index™) benchmark of 2015 sets the baseline that will tell 299 US brands in 18 industries how they're doing. We'll then gauge improvement in round No. 2 of the US CX Index in September 2015. CX professionals can use this report to inform their ongoing improvement efforts. We reveal the top performers in the US as well as the specific brands that you need to beat to take over first place in your own industry. We also share some of what this data tells us about the role that emotion plays in CX and the link between CX quality and revenue in the industries that we studied.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.