Trends Report

The Canada Customer Experience Index, 2021

How Brands Build Loyalty With The Quality Of Their Experience

June 1st, 2021
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
With contributors:
Harley Manning , TJ Keitt , Ben Salamin , Shayna Neuburg

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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