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For Customer Experience Professionals

The US Investment Firms Customer Experience Index, 2020

How US Investment Firms Earn Loyalty With The Quality Of Their Experience

November 19, 2020


Why Read This Report

Customer loyalty influences how often customers frequent a brand, how much they spend with the brand, whether or not they recommend that brand, and how likely they are to forgive a brand's missteps. This report answers the question, "How well do leading investment firm brands earn loyalty with the quality of their customer experience (CX)?" In 2020, we reveal the complete rankings of 21 investment firm brands that were analyzed as part of the US CX Index, which can help identify which brands will bounce back the most after pandemic restrictions subside.

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Table of Contents

  • Forrester's CX Index Methodology And COVID-19
  • Edward Jones Continues To Lead
  • The Keys To Achieving CX Leadership For Investment Firms
  • Recommendations

  • Chart Your Course To CX Transformation
  • How Forrester Can Help

  • Understand The Drivers And Potential ROI Of Your Brand's CX
  • Supplemental Material
  • Related Research Documents

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