Forrester Releases US 2016 Customer Experience Index Scores, Ranks CX Quality of More Than 300 Brands
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Based on a survey of 122,500 US online adult consumers, Forrester’s CX Index measures and ranks more than 300 US brands across 18 industries to identify how leading brands build loyalty through the quality of the customer experiences they provide. Key findings include that digital brands have a strong CX advantage, while CX laggards trigger strong negative emotions and a lack of loyalty from dissatisfied customers.
“Empowered consumers want emotionally satisfying experiences, but a good
experience does not always lead to customer loyalty,”
Forrester’s CX Index reveals the companies that are recognized as
best-in-class — firms that are in the top 5% of CX quality across
industries in their regions. USAA topped the 2016 best-in-class list
this year, with the following companies in the top 15 (in alphabetical
order):
Contact us to learn more about how Forrester’s CX Index can help your business.
About Forrester’s CX Index
Forrester’s CX Index is the most
complete and powerful CX tool in the market today. The CX Index gives
businesses a deep and actionable understanding of the quality of their
customers’ experiences, competitive benchmark data so business and
technology leaders know how they stack up against their peers, and the
ability to model which improvements will have the biggest impact on
revenue.
For more information, please visit forr.com/cxindex.
About
View source version on businesswire.com: http://www.businesswire.com/news/home/20160718005879/en/
Source:
Forrester
Jenna Burpee, 617-613-5746
Public Relations
Manager
jburpee@forrester.com