Trends Report

The US Retailers Customer Experience Index Rankings, 2023

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

January 10th, 2024
With contributors:
Rick Parrish , Emanuella Santos , Shayna Neuburg

Summary

How customers perceive a brand 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 41 retail brands that we analyzed as part of the US Customer Experience Index (CX Index™) in 2023. CX professionals can use this report to inform their ongoing improvement efforts.

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