Trends Report

The Australia Customer Experience Index, 2018

How Brands Build Loyalty With The Quality Of Their Experience

December 26th, 2018
Riccardo Pasto, Principal Analyst
Riccardo Pasto Principal Analyst
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
With contributors:
Harley Manning , Michael Barnes , Seles Sebastin , Bill Nagel

Summary

How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 36 brands across six industries in the Australia Customer Experience Index (CX Index). We also unveil surprising data about the effect that CX has on customer loyalty and the factors that drive CX quality. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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