Summary
Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers the lowest scores. The difference across generations is largest for health plans, especially when it comes to the enjoyability component of Forrester's Customer Experience Index: Seniors give health plans a 62% rating in this area, while Gen Yers give them a 24% rating.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).