November 2, 2016
We’re pleased to announce that this year’s UK Customer Experience Index report is now live! The report is based on Forrester's Customer Experience Index (CX Index™) methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers.
- Six of the eight industries surveyed improved their average score.
- Twenty-four of the 56 brands surveyed made significant improvements in their experiences.
- Three of those brands increased their scores by a huge 10 points or more.
But before CX pros think their work is done, beware! There’s still a lot more to be done. For the second year running, none of the UK brands achieved an excellent score, meaning there is still plenty of opportunity for brands to gain a competitive advantage through experience-based differentiation.
Stay tuned for the French and German reports, which will be hitting the site in a couple of weeks. In the meantime, I’m happy to take inquiry calls to talk about our findings and what they mean for CX professionals.