Data Overview Report

The Canada Customer Experience Index Rankings, 2024

Quality Drops To Historic Low

June 17th, 2024
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg

Average customer experience (CX) quality in Canada declined for an unprecedented third year in a row and now sits at an all-time low, according to Forrester’s Customer Experience Benchmark Survey. An unprecedented 59% of brands and eight industry averages declined. The effectiveness and ease of experiences also hit record lows. This report reveals the Customer Experience Index (CX Index™) scores of all 110 brands across nine industries. CX leaders can use this report to inform their ongoing improvement efforts.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.