Search Results

• Report The US Customer Experience Index, 2017

  How Brands Build Loyalty With The Quality Of Their Experience

  August 1, 2017 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 314 brands across 21 industries in the US CX Index. We...

• Report The US Customer Experience Index, Q3 2015

  Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience

  October 5, 2015 | Megan Burns

  Forrester's Customer Experience Index (CX Index™) helps customer experience (CX) professionals understand the ups and downs of CX quality over time. The CX Index franchise scores more than 900...

• Report The US Customer Experience Index, Q1 2015

  Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience

  April 20, 2015 | Megan Burns

  Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index™) benchmark of 2015 sets the baseline that will tell 299...

• Report Experiences Across The Customer Life Cycle

  Satisfaction With Researching, Buying, Product Usage, And Customer Service

  February 11, 2010 | Bruce D. Temkin

  Forrester asked more than 4,600 US consumers about their experiences in researching, buying, and using products or services as well as with customer service interactions across 14 industries. In 12...

• Report Consumers' Likelihood To Recommend 133 Firms

  How Likely Are US Consumers To Recommend Firms Across 14 Industries?

  February 2, 2010 | Bruce D. Temkin

  Forrester asked more than 4,600 US consumers about their likelihood to recommend 133 companies across 14 different industries. As an industry, retailers were the most recommended, while utility...

• Report Rating Customer Service Experiences, 2010

  Consumers Evaluate Customer Service At 92 Companies

  January 28, 2010 | Bruce D. Temkin

  Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohl's received the highest rating, while Charter...

• Report The Customer Experience Index, 2010

  Consumers Rate The Customer Experience Across 133 Large US Firms

  January 11, 2010 | Bruce D. Temkin

  Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. Based on these...