Report

The US Customer Experience Index, 2021

How Brands Build Loyalty With The Quality Of Their Experience

June 1st, 2021
With contributors:
Harley Manning, Michelle Yaiser, Ben Salamin, Shayna Neuburg

Summary

The coronavirus pandemic forced brands across industries to change their approach to customer experience (CX) on the fly. So how did they do? This report reveals the scores of 220 brands across 13 industries in the 2021 US Customer Experience Index (CX Index™). We examine whether brands used the crisis as an opportunity to build CX equity with customers or stumbled in ways that soured customer perceptions. CX leaders can use this report to review CX trends and inform their experience improvement initiatives.

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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.