Trends Report

The US Customer Experience Index, 2020

How Brands Build Loyalty With The Quality Of Their Experience

June 15th, 2020
With contributors:
Michelle Yaiser , Harley Manning , Ben Salamin , Shayna Neuburg

Summary

As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 250 brands across 14 industries in the US Customer Experience Index (CX Index™). We also examine what, if any, effect COVID-19's early phases had on customer perceptions and discuss how brands can begin building differentiated experiences that build CX equity. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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