Data Overview Report

The US Customer Experience Index Rankings, 2024

Quality Drops To Historic Low

June 17th, 2024
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg

Average customer experience (CX) quality in the US declined for an unprecedented third year in a row and now sits at an all-time low, according to Forrester’s Customer Experience Benchmark Survey. An unprecedented 39% of brands and 10 industry averages declined. What’s more, performance dropped in all three dimensions of CX quality — effectiveness, ease, and emotion. This report reveals the Customer Experience Index (CX Index™) scores of all 223 brands across 13 industries. CX leaders can use this report to inform their ongoing improvement efforts.

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