Forrester Publishes Customer Experience Index 2010

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Upon surveying “4,600 US consumers about their interactions with a variety of companies gauging the usefulness, ease of use, and enjoyability of those experiences”, Forrester has arrived at its 2010 Customer Experience Index (not to be confused with the Customer Satisfaction index recently published by ForeSee Results). It is being reported that out of 133 companies in 14 different industries only 13 firms were rated “excellent” (highlighted in yellow below), 35 received a “good” ranking, 40 – the median “okay”, and 45 (highlighted in red below) were rated between “poor” and “very poor”:

2010 Customer Experience Index by Forrester

It is good to see retailers (including those with strong online operations) scoring highest in the index; hotels are following closely:

Forrester's CxPi Scores by Industry

Thank you for another interesting research, Forrester.

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