Search Results

• 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...

• Report Consumers Expect Poor Service Experiences

  Customer Service Expectations Across 10 Industries And Five Generations

  December 2, 2009 | Bruce D. Temkin

  Most customers say they prioritize service over price when choosing to do business with a company. But consumers expect a poor experience when trying to resolve a customer service issue....

• Report Service Seekers Are More Loyal Than Price Seekers

  Examining Four Segments Of Consumers Across 12 Industries

  August 31, 2009 | Bruce D. Temkin

  In previous research, Forrester created four segments of consumers based on their interest in low prices and good customer service: Service Seekers, Price Seekers, Price & Service Seekers, and...

• Report Who Wants Low Prices Or Good Customer Service?

  Examining Four Segments Of Consumers Across 12 Industries

  July 23, 2009 | Bruce D. Temkin

  In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of...

• Report Customer Experience Boosts Revenue

  Modest Improvements Can Bring In $177 Million To $311 Million Per Year

  June 22, 2009 | Bruce D. Temkin

  Forrester's previous research has shown a high correlation between customer experience and three key elements of loyal behavior: willingness to buy more, reluctance to switch, and likelihood to...

• Report How Customer Experience Drives Word Of Mouth

  Consumers Talk To More People About Their Bad Experiences

  May 28, 2009 | Bruce D. Temkin

  Forrester asked more than 4,500 consumers how often they talk about experiences with companies in 12 industries. It turns out that more consumers talk about good experiences than bad experiences...

• Report How Loyal Are Consumers? Not Very

  Repurchasing, Switching, And Making Recommendations Across 12 Industries

  May 18, 2009 | Bruce D. Temkin

  We surveyed more than 4,500 US consumers to find out about the strength of their relationships with companies across 12 industries. Our analysis looked at three areas of loyalty: the willingness to...

• Report Customer Service Trumps Price

  US Consumers Pick Good Customer Service Over Low Prices In 12 Industries

  May 15, 2009 | Bruce D. Temkin

  Forrester asked nearly 4,600 consumers how they choose the companies they do business with. Across all 12 industries we examined, good customer service was more important than low prices; the...

• Report The State Of Customer Experience, 2009

  Customer Experience Management Enters Into Adolescence

  April 24, 2009 | Bruce D. Temkin

  Executives have been saying for awhile that customer experience is important. Only recently, however, have many of them begun to understand its direct link with loyalty. As a result, companies are...

• Report The Experiences That Satisfy Consumers, 2009

  US Consumers Rate Firms' Web, Phone, And In-Person Interactions

  April 14, 2009 | Bruce D. Temkin

  How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12...

• Report Customer Experience And Loyalty: A Closer Look

  Impact Of Usefulness, Ease Of Use, And Enjoyability Differs Across Industries

  March 6, 2009 | Bruce D. Temkin

  Forrester examined the correlation between customer experience and loyalty across 12 industries: airlines, banks, cell phone service providers, credit card providers, hotels, insurance firms,...

• Report The Customer Experience Index, 2008

  Consumers Rate The Customer Experience Across 113 Large US Firms

  December 12, 2008 | Bruce D. Temkin

  Forrester asked nearly 5,000 consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. Based on these consumer...

• Report A Closer Look At Customer Experience And Loyalty

  The Correlation Between Customer Experience And Loyalty For 112 Firms

  August 4, 2008 | Bruce D. Temkin

  Forrester's previous analysis of nine industries showed that good customer experience correlates highly to loyalty — especially when it comes to consumers' plans for making additional purchases....

• Report The Strength Of Customer Relationships

  Examining Consumer Loyalty To 112 Companies Across Nine Industries

  February 21, 2008 | Bruce D. Temkin

  How loyal are consumers? We examined this question by asking nearly 5,000 US consumers about their intentions for doing business with 112 firms across these nine industries: banks, credit card...

• Report The Experiences That Satisfy Consumers

  US Consumers Rate Firms' Web, Phone, And Store Interactions

  February 11, 2008 | Bruce D. Temkin

  We asked nearly 5,000 US consumers about their satisfaction with Web, phone, and in-person experiences across nine different industries: banks, credit card providers, health plans, insurance firms,...

• Report The Canadian Customer Experience Index, 2007

  Consumers Rate The Customer Experience Across 22 Large Canadian Firms

  February 8, 2008 | Bruce D. Temkin

  Forrester asked 538 Canadian consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer...

• Report The Customer Experience Index, 2007

  Consumers Rate The Customer Experience Across 112 Large US Firms

  November 21, 2007 | Bruce D. Temkin

  Forrester asked nearly 5,000 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer...