Forrester – “Small Gains To CX Quality Emerged Amidst Broad Stagnation – Forrester’s 2019 US Customer Experience Index (CX Index™) reveals that the overall quality of the US customer experience rose by an anemic 0.4 points, to 70.2. The report is based on Forrester’s CX Index methodology, which measures how well a brand’s CX strengthens the loyalty of its customers. In this year’s report, we reveal the complete numerical scores of all 260 brands across 16 industries, based on a survey of 101,341 US adult customers.
- Some scores at the brand level inched upward. Although 14% of brand scores rose, 5% of scores declined and a whopping 81% stagnated. Of the brands that posted statistically significant score changes, the size of the gains and losses were about the same — a modest 3 points…”
Federal Agencies Rank Dead Last in Forrester Customer Experience Index – “..As they have in the past, federal agencies measured in the index comprised several of the worst overall brand scores, with USAJobs.Gov—the federal government’s jobs portal—scoring an index-worst 46.5. Other poor scorers falling in the lowest scoring metric—“very poor,” or scores lower than 55—include Healthcare.Gov, the IRS and Education Department…”