Trends Report

The US Customer Experience Index Rankings, 2023

An Unprecedented Second Year Of Decline

June 12th, 2023
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg


Average CX quality in the US declined for an unprecedented second year in a row, although losses at the brand level were less widespread than last year. Average CX scores fell in six of the 13 verticals we studied, increased in two, and remained statistically unchanged in five. No industry average improved. Companies face ongoing marketplace challenges including inflation, a skills gap, a potential recession, and shifting customer expectations. But many firms are also losing focus on customer strategies and their drive toward customer obsession. This report reveals the scores and rankings of all 221 brands across 13 industries. CX professionals can use this report to inform their ongoing improvement efforts.

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