Trends Report

The US Retailers Customer Experience Index, 2021

How US Retail Brands Earn Loyalty With The Quality Of Their Customer Experience

December 22nd, 2021
Fiona Swerdlow, VP, Research Director
Fiona Swerdlow VP, Research Director
Sam Karpinski, null
Sam Karpinski
Michelle Yaiser, null
Michelle Yaiser
With contributors:
Harley Manning , Daniel Portillo , Shayna Neuburg

Summary

How customers perceive a brand directly influences how much they spend with the brand and whether they recommend it, as well as how likely they are to forgive the brand’s missteps. This report answers the question, “Which retailers are providing the best customer experience (CX), and how are they improving the quality of their experiences?” We reveal the complete rankings of 39 retail brands that were analyzed as part of the US Customer Experience Index (CX Index™) in 2021. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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