Trends Report

The Australia Customer Experience Index, 2016

A Benchmark Of How Well Brands In Australia Use The Customer Experience To Create And Sustain Customer Loyalty

October 31st, 2016
Tom Champion, null
Tom Champion
Ryan Hart, null
Ryan Hart
With contributors:
Frederic Giron , Rick Parrish , Diane Deng , Michael Barnes , Roxana Strohmenger , Bill Nagel


The 2016 Customer Experience Index (CX Index™) data for Australia is in — and what it reveals is disappointing. This year, Forrester's CX Index took a deeper look at fewer brands in the Australian market, surveying more customers to evaluate how well each brand's CX strengthens the loyalty of its customers. While we saw significant industrywide CX score improvements in multiple markets around the world in 2016, scores for Australian brands remained largely unchanged. Why? This report examines the results, puts the spotlight on the CX leaders, and explains what companies need to do drive gains.

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