Trends Report

The US Digital Retailers Customer Experience Index, 2020

How US Digital Retailer Brands Earn Loyalty With The Quality Of Their Experience

October 29th, 2020
Jennifer Wise, null
Jennifer Wise
Michelle Yaiser, null
Michelle Yaiser
Sam Karpinski, null
Sam Karpinski
With contributors:
Fiona Swerdlow , Brian Mukasa , Harley Manning , Ben Salamin , Shayna Neuburg


Customer loyalty influences how often customers buy from a brand, how much they spend with the brand, and whether or not they recommend that brand — as well as how likely they are to forgive a brand’s missteps. This report answers the question, “How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)?” In 2020, we reveal the complete rankings of nine digital retail brands that were analyzed as part of the US CX Index. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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