Trends Report

The Canada Retailers Customer Experience Index, 2021

How Canadian Retail Brands Earn Loyalty With The Quality Of Their Customer Experience

November 29th, 2021
Fiona Swerdlow, VP, Research Director
Fiona Swerdlow VP, Research Director
Sam Karpinski, null
Sam Karpinski
With contributors:
Harley Manning , Daniel Portillo , Shayna Neuburg

Summary

How customers perceive a brand influences how much they spend with the brand and whether they recommend it, as well as how likely they are to forgive the brand's missteps. This report answers the question, "Which retailers are providing the best customer experience (CX), and how are they improving the quality of their experiences?" We reveal the complete rankings of 28 retail brands that were analyzed as part of the Canada Customer Experience Index (CX Index™) in 2021. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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