Report

The Customer Experience Index, 2010

Consumers Rate The Customer Experience Across 133 Large US Firms
January 11th, 2010
With Contributors:
William Chu
and Shelby Catino

Summary

Forrester asked more than 4,600 US 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 (

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