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For Customer Experience Professionals

The US Customer Experience Index, Q3 2015

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

October 5, 2015

Primary author headshot

Authors

  • By Megan Burns
  • with Michael E. Gazala,
  • Gabriella Zoia,
  • Kara Hartig

Why Read This Report

Forrester's Customer Experience Index (CX Index™) helps customer experience (CX) professionals understand the ups and downs of CX quality over time. The CX Index franchise scores more than 900 brands across 18 industries and eight countries. This report summarizes the second round of 2015 US benchmarking data. Read it to find out which brands earned the top and bottom spots in CX for each industry, which ones scored highest across all 299 brands, and how much CX quality has changed since the first round of our 2015 US CX benchmark.

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Table of Contents

  • The Bar For CX Quality Moved, But In The Wrong Direction
  • The Race For CX Supremacy Hinges On Customers' Emotions
  • Recommendations

  • Focus Analytics Effort On The Variables That Matter
  • Supplemental Material
  • Related Research Documents