Trends Report

The Canada Retailers Customer Experience Index, 2023

How Retailers Earn Loyalty With The Quality Of Their Experience

January 5th, 2024
Fiona Swerdlow, VP, Research Director
Fiona Swerdlow VP, Research Director
With contributors:
Rick Parrish , Christina McAllister , Rebecca Rose , Daniel Portillo , Jen Barton

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 29 retail brands that were analyzed as part of the Canada CX Index in 2023. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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