Report

The Customer Experience Index, 2011

Consumers Rate The Customer Experience Across 153 Large US Brands
January 11th, 2011
With
and Jennifer Peterson

Summary

To assess the state of customer experience in 2011, Forrester asked more than 7,700 US consumers about their interactions with a variety of companies. Based on their responses, we calculated Customer Experience Index (CxPi) scores for 153 brands in 13 ind

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