CX Index evaluates the Chinese brands that deliver the best customer
BEIJING--(BUSINESS WIRE)--Aug. 30, 2015--
In the age of the customer – a 20-year business cycle in which the most
successful enterprises will reinvent themselves to systematically
understand and serve increasingly powerful customers – improving
customer experience is a top priority for businesses in China. However,
according to the Customer
Experience Index, China 2015 from Forrester
Research, none of the companies surveyed rated excellent, and 80
percent are delivering merely mediocre customer experience.
Based on a survey of 9,000 Chinese consumers, the CX
Index™ measured and ranked 60 brands in China, across 5 industries,
on the quality of their customer experience and impact on customer
loyalty. Of the five industries, the financial services sector emerged
as leaders, while traditional retail and eCommerce brought up the rear
in the brand rankings.
“With only 15% of the brands evaluated in the 2015 China CX Index rated
as good, brands in China have multiple opportunities to improve the
quality of their customer experience to build and sustain long-term
customer loyalty,” said Ryan Hart, Forrester Research principal analyst
serving customer experience professionals. “Meeting the basic needs of
customers is the first step before embarking on loyalty programs, which
could lead to winning customer emotions by making them feel more valued.
Customer experience leaders made customers feel valued almost twice as
often as CX laggards did.”
About The Forrester CX Index
Forrester’s CX Index is the market’s leading customer experience
measurement and decision tool. The CX Index gives companies the ability
to measure the quality of their customers’ experience and connect those
measures to actions and results. The CX Index allows business leaders to:
Measure the quality of experience and current loyalty levels.
Identify the unique drivers that shape your customers’ experiences.
Model different actions to predict their impact on CX.
Deploy a decision framework to produce the greatest return.
In 2015, the CX Index evaluated more than 900 brands in North America,
Europe, and Asia Pacific.
Learn more about the Forrester Research Customer Experience Index at forr.com/cxindex.
About Forrester Research
Forrester Research (Nasdaq: FORR) is one of the most influential
research and advisory firms in the world. We work with business and
technology leaders to develop customer-obsessed strategies that drive
growth. Forrester’s unique insights are grounded in annual surveys of
more than 500,000 consumers and business leaders worldwide, rigorous and
objective methodologies, and the shared wisdom of our most innovative
clients. Through proprietary research, data, custom consulting,
exclusive executive peer groups, and events, the Forrester experience is
about a singular and powerful purpose: to challenge the thinking of our
clients to help them lead change in their organizations.
© 2015, Forrester Research, Inc. All rights reserved. Forrester is a
trademark of Forrester Research, Inc.
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Source: Forrester Research
Iris Leong, +65 6426 7016
Manager, Asia Pacific