Search Results

• 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 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 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 Investment Firm Customer Experience Index, 2019

  How US Brokerage And Investment Firms Earn Loyalty With The Quality Of Their Experience

  September 27, 2019 | Vijay Raghavan, August du Pont

  How well do leading brokerages and investment firms earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 23 investment brands that were...

• Report The US Health Insurers Customer Experience Index, 2019

  How US Health Insurers Earn Loyalty With The Quality Of Their Experience

  September 17, 2019 | Faith Adams

  How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were...