Summary
The overall quality of customer experiences in Canada remained stable between 2020 and 2021, despite the COVID-19 pandemic, according to our latest Customer Experience Index (CX Index™) study. New leaders emerged, and the customer experience (CX) performance of the top brands was better than ever. However, the percentage of highly loyal customers dipped slightly on average. Despite the uncertain direction of the pandemic, emotion still holds the key to CX success: The highest-scoring brands provide nearly four times as many emotionally positive experiences as the lowest-scoring brands. Read this report to see the scores for all 97 brands we studied and an analysis of the results.
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