CAMBRIDGE, Mass.--(BUSINESS WIRE)--Apr. 20, 2015--
Improving the customer experience is a strategic priority for 73% of
businesses, yet only one percent of companies deliver an excellent
customer experience, according to the 2015
Forrester Research Customer Experience Index™.
Based on a survey of 46,000 consumers, the CX
Index measured and ranked approximately 300 large US brands, across
17 industries, on the quality of their customer experience. USAA is
ranked number one. Other companies among the top 15 include (in
alphabetical order): Ally Bank, Amazon.com, Charles Schwab, Discover,
Edward Jones, Etsy, HSN, JetBlue Airways, Lexus, Navy Federal Credit
Union, Newegg, PNC, QVC, and Zappos.com.
“The emotion that an experience elicits influenced loyalty in nearly
every industry,” said
Megan Burns, Forrester Research principal analyst serving customer
experience professionals. “And making customers feel valued is the holy
grail of CX emotions. 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:
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Measure the quality of experience and current loyalty levels.
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Identify the unique drivers that shape your customers’ experiences.
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Model different actions to predict their impact on CX.
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Deploy a decision framework to produce the greatest return.
In 2015, the CX Index will evaluate 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. For more
information, visit forrester.com.
© 2015, Forrester Research, Inc. All rights reserved. Forrester is a
registered trademark of Forrester Research, Inc.
Source: Forrester Research
Forrester Research
Simone Levien, 617-613-6387
Public
Relations Manager
slevien@forrester.com