PR Newswire
CAMBRIDGE, Mass., Oct. 25, 2017
CAMBRIDGE, Mass., Oct. 25, 2017 /PRNewswire/ -- Traditional retailers in the US did not improve CX quality since 2016, according to Forrester's US 2017 Customer Experience Index (CX Index™). In new CX Index data revealed today, Forrester found that the average CX Index score decreased by a single point this year.
Based on a survey of nearly 120,000 US online adult consumers, Forrester's CX Index measures and ranks more than 300 US brands across 21 industries to identify how well a brand's customer experience strengthens the loyalty of its customers. Of the 315 US brands ranked in 2017, 36 traditional retail brands were analyzed to determine how customers perceive their experiences and how CX drives loyalty. Key findings include that:
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 that business and technology leaders know how they stack up against their peers, and the ability to model the improvements that will have the biggest impact on revenue.
For more information, please visit http://forr.com/cxindex.
About Forrester
Forrester (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 675,000 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.
Contact
Forrester
Jenna Vassallo, 617-613-5746
Public Relations Manager
jvassallo@forrester.com
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SOURCE Forrester
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