Trends Report

The Canada Customer Experience Index Rankings, 2022

CX Quality Slips Amid Ongoing Business Challenges

June 1st, 2022
Pete Jacques, Principal Analyst
Pete Jacques Principal Analyst
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg

Summary

The past 12 months have been a roller coaster ride for consumers and brands. COVID-19 cases and deaths have declined, allowing consumers to return to a degree of normalcy in their social lives and brand interactions. Meanwhile, supply issues, staffing shortages, and rising costs hamper firms’ efforts to return to that same pre-pandemic “normal.” How well did brands manage their customers’ experiences? This year, we reveal the scores and rankings of all 101 brands across nine industries in Forrester’s annual Customer Experience Benchmark study. Results show that many brands struggled to sustain the level of quality they achieved earlier in the pandemic.

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