Trends Report

The UK Retail Customer Experience Index, 2018

How UK Retail Brands Earn Loyalty With The Quality Of Their Experience

March 12th, 2019
With contributors:
Fiona Swerdlow , Michelle Yaiser , Harley Manning , Amanda Chen , Shayna Neuburg

Summary

How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 14 UK multichannel retailers and four UK digital retailers that were analyzed as part of the UK CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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