Trends Report

The UK Customer Experience Index, 2008

UK Consumers Rate The Customer Experience Of 25 Large UK Companies

July 28th, 2008
With contributors:
Bruce Temkin , Angela Beckers

Summary

Forrester asked 1,180 consumers in the United Kingdom about their interactions with a variety of companies and high-street brands, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index for 25 companies. Play.com and Amazon.co.uk came out at the top of the list and were the only two companies with an "excellent" rating. Given the mediocre results for most firms, UK companies should put customer experience initiatives near the top of their 2009 strategic plans.

Want to read the full report?

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.