Trends 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
Michelle Yaiser, null
Michelle Yaiser
With contributors:
Harley Manning , Daniel Portillo , Christine Turley


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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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.