Report

Answers To Common Questions About Forrester’s Customer Experience Index

What You Need To Know About The CX Index Methodology, Algorithm, And Business Impact Simulator

March 8th, 2022
With contributors:
Harley Manning, Daniel Portillo, Christine Turley

Summary

Forrester has been assessing customer experience (CX) quality for over 15 years using our Customer Experience Index (CX Index™) methodology. This methodology gives brands the data and insights they need to not only assess their CX quality but to understand how CX impacts loyalty intentions and prioritize improvements that drive revenue. This report provides answers to common questions, such as what the CX Index measures, how a brand’s score is calculated, and how brands can improve their scores.

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