CX Quality Drops to Historic Low
“Average customer experience (CX) quality in the US declined for an unprecedented third year in a row and now sits at an all-time low, according to Forrester’s Customer Experience Benchmark Survey. An unprecedented 39% of brands and 10 industry averages declined. What’s more, performance dropped in all three dimensions of CX quality — effectiveness, ease, and emotion.”
Read Forrester’s detailed observations on CX trends:
- Declines at the brand level were broader and steeper than ever.
- Industry-level declines were also broader and steeper than ever.
- Even elite brands struggled to maintain their status.
- Effectiveness and ease hit new lows, while emotional quality languished.
This report reveals the Customer Experience Index (CX Index™) scores of all 223 brands across 13 industries. CX leaders can use this report to inform their ongoing improvement efforts.
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