Trends Report

Customer Experience Index 2008 Snapshot: Banks

Banks Make Significant Improvements In Customer Experience

December 18th, 2008
Bruce Temkin
With contributors:
William Chu , Steven Geller


Forrester asked nearly 4,700 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 113 firms in 12 different industries. In this document we examine the 11 large banks in the CxPi. Credit unions were once again at the top of the list while SunTrust, National City, and Wells Fargo differentiated themselves in some of the underlying components of the CxPi. Led by U.S. Bancorp, banks made the largest improvement of any industry this year. But it wasn't all good news. JP Morgan Chase ended at the bottom of the banking list, and Wachovia was the only bank with a decline in its CxPi.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.