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  • 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...

  • Report Tactics To Attract Recession-Weary Online Buyers Around The Globe

    September 4, 2009 | Zia Daniell Wigder

    Despite early signs of a global recovery, online shoppers in all regions of the world continue to be cautious in making purchase decisions. Consumers today are visiting a variety of sites before...

  • Report Technographics® Survey Highlights: North American Technographics Post-Holiday Retail Online Survey, Q1 2009 (US)

    April 1, 2009 | Ina Mitskaviets

    This highlight deck summarizes the key findings from Forrester’s North American Technographics Post-Holiday Retail Online Survey, Q1 2008 (US).

  • Report Technographics® Survey Highlight: North American Technographics Retail Online Survey, Q3 2008

    January 23, 2009 | Jacqueline Anderson

    This highlight deck summarizes the key findings from Forrester¿s North American Technographics Retail Online Survey, Q3 2008.

  • Report Technographics® Survey Highlights: North American Technographics Pre-Holiday Retail Online Survey, Q4 2008

    December 12, 2008 | Jacqueline Anderson

    This highlight deck summarizes the key findings from Forrester¿s North American Technographics Pre-Holiday Retail Online Survey, Q4 2008. This deck covers holiday shopping intentions for the...

  • Report Technographics® Survey Highlights: North American Technographics® Post-Holiday Retail Online Survey, Q1 2008

    March 13, 2008 | Jacqueline Anderson

    This highlight deck summarizes the key findings from Forrester¿s North American Technographics® Post-Holiday Retail Online Survey, Q1 2008. This deck covers 2007 holiday shopping offline and...

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