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, 2016

  July 18, 2016 | Rick Parrish

  How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over...

• 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 The Customer Experience Index, 2014

  January 21, 2014 | Megan Burns

  How good is the customer experience at your company — as rated by your own customers? This report helps answer that question by providing benchmarks of the quality of customer experience for 175...

• Report The Customer Experience Index, 2013

  January 15, 2013 | Megan Burns

  How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for 154...

• Report The Customer Experience Index, 2012

  January 23, 2012 | Megan Burns

  This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

• Report Want Loyalty? Improve Your Call Center Customer Experience

  Call Center Satisfaction Ties To Loyalty Across 11 Industries

  May 13, 2011 | Kerry Bodine

  Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly...

• Report Call Center Experiences Leave Consumers On Hold For Something Better

  Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries

  April 11, 2011 | Kerry Bodine

  Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news?...

• Report The Customer Experience Index, 2011

  Consumers Rate The Customer Experience Across 153 Large US Brands

  January 11, 2011 | Megan Burns

  To assess the state of customer experience in 2011, Forrester asked more than 7,700 US consumers about their interactions with a variety of companies. Based on their responses, we calculated...

• Report The Business Impact Of Customer Experience, 2010

  What A Higher Customer Experience Index Score Can Do For Revenue

  November 19, 2010 | Megan Burns

  To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer...

• Report How Satisfied Are Consumers With Phone Experiences In 2010?

  Consumers Rate Their Satisfaction With Phone Experiences Across 13 Industries

  July 12, 2010 | Megan Burns

  For many companies, the phone is a major channel through which they interact with customers. Forrester surveyed 4,653 consumers to find out how satisfied they were with the phone interactions they...

• 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...