Get Your CX Index Score

Forrester’s Customer Experience Index (CX Index™) enables you to benchmark your CX performance against peers — and connect customer perceptions to growth drivers so that your CX program can deliver a strong ROI. Your CX Index score measures how successfully your firm delivers customer experiences that create and sustain loyalty.

Your CX Index Score

Not listed in the CX Index? Work with Forrester to identify your brand’s CX score.

Your Score:

You aren’t alone — 18% of brands were found to provide poor or very poor CX. The time to act is now. With a wealth of products and services to choose from, a single poor experience could cause your customers to shift their spending to a competitor.

To improve your CX:

  • Focus your experiences on emotion, making your customers feel valued and respected.
  • Take a customer-first approach when designing experiences. Provide relevant, personal interactions across physical and digital touchpoints.
  • Ensure that your customers’ data and information is secure.
  • Review and optimize your processes for collecting and analyzing customer feedback to better identify and focus investment on experiences your customers truly value.

Talk to us about how to connect CX measures to growth:

Americas: +1 615.395.3401
EMEA: +44 (0) 2073 237741
Asia: +65 6426 7006

Or learn more about Forrester’s CX Index.

You aren’t alone — 18% of brands were found to provide poor or very poor CX. The time to act is now. With a wealth of products and services to choose from, a single poor experience could cause your customers to shift their spending to a competitor.

To improve your CX:

  • Focus your experiences on emotion, making your customers feel valued and respected.
  • Take a customer-first approach when designing experiences. Provide relevant, personal interactions across physical and digital touchpoints.
  • Ensure that your customers’ data and information is secure.
  • Review and optimize your processes for collecting and analyzing customer feedback to better identify and focus investment on experiences your customers truly value.

Talk to us about how to connect CX measures to growth:

Americas: +1 615.395.3401
EMEA: +44 (0) 2073 237741
Asia: +65 6426 7006

Or learn more about Forrester’s CX Index.

A staggering 65% of brands deliver OK experiences. This suggests your customers are struggling to tell the difference between your experiences and those offered by competing brands.

To differentiate your brand through CX:

  • Identify and focus your efforts and investments on experiences that solve your customers’ true problems.
  • Advance your omnichannel strategy so that customers can interact with you how they want, using the channels they want in their moment of need.
  • Foster a customer-centric culture at your organization to ensure that your customers feel valued during each interaction they have with your brand.

Talk to us about how to connect CX measures to growth:

Americas: +1 615.395.3401
EMEA: +44 (0) 2073 237741
Asia: +65 6426 7006

Or learn more about Forrester’s CX Index.

Only 17% of brands were found to provide a good experience — and no brand provided an excellent experience. While you are among the few that put their customers at the center of their business, you can’t rest on your laurels — your competitors are slowly catching up.

To advance your CX from good to excellent:

  • Continue to focus your experiences on emotion, making customers feel valued and respected during each and every brand interaction.
  • Understand the unique problems of your customer segments. Prioritize your investments on experiences that solve the specific problems of priority segments.
  • Further optimize your omnichannel strategy to allow your customers to interact with you how they want, using the channels they want in their moment of need.
  • Instill a customer-centric mindset among employees to ensure that your customers feel valued and trust you with their information and data.

Talk to us about how to connect CX measures to growth:

Americas: +1 615.395.3401
EMEA: +44 (0) 2073 237741
Asia: +65 6426 7006

Or learn more about Forrester’s CX Index.

Talk to us about how to connect CX measures to growth:

Americas: +1 615.395.3401
EMEA: +44 (0) 2073 237741
Asia: +65 6426 7006

Or learn more about Forrester’s CX Index.