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• Report Twenty-Five Ways Governments Innovated To Support Their Customers During The Pandemic

  Public-Sector Organizations Cook Up New Ways To Work With And Support Individuals And Businesses

  June 19, 2020 | Judy Weader, Rick Parrish

  Experience improvement should happen all the time — even more so when a pandemic makes business as usual impossible. Across the globe, governments at all levels are rethinking how they can support...

• Report The US Customer Experience Index, 2020

  How Brands Build Loyalty With The Quality Of Their Experience

  June 15, 2020 | TJ Keitt

  As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all...

• Report Six Ways You Should Use The Federal Stimulus To Drive Customer Obsession

  April 9, 2020 | Rick Parrish, TJ Keitt, J. P. Gownder

  The Coronavirus Aid, Relief, and Economic Security (CARES) Act features nearly $1 trillion in benefits to businesses. How will your company use its share? In this report, we detail six ways that...

• Report How US Companies Improved Their CX Index Scores

  February 20, 2020 | Harley Manning, Sam Karpinski, William Willsea

  As customer expectations have continued to climb, overall Customer Experience Index (CX Index™) scores have continued to stagnate. In the run-up to 2019, a few companies outpaced the pack and made...

• Report The Forrester Government Wave™: US Federal Government Websites, Q1 2020

  Federal Websites Offer Similarly Strong Experiences And Have Room For Improvement

  February 18, 2020 | Rick Parrish, Gina Bhawalkar

  Websites are the centerpiece of the US federal customer experience (CX). To gauge how well they serve customers, we evaluated seven of the most-visited sites. This report reveals how well they...

• Report Net Promoter Benchmarks, 2019 (US)

  Net Promoter Scores Of 260 Organizations Across 16 Industries

  November 7, 2019 | Maxie Schmidt-Subramanian

  Almost half of firms recently surveyed by Forrester use Net Promoter Score (NPS) as a key performance indicator (KPI) for the success of their customer experience (CX) efforts. In this report, we...

• Report The US Federal Customer Experience Index, 2019

  How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience

  November 7, 2019 | Rick Parrish, Laura Garvin Tramm

  The White House requires federal agencies to provide customer experiences that are comparable to those of leading private sector organizations. In this report, we measure agencies' progress toward...