CAMBRIDGE, Mass. – UK firms have upped their customer experience (CX) game, according to Forrester’s UK 2016 Customer Experience Index (CX Index™). CX Index scores for six of the eight industries surveyed improved over last year, with 24 brands showing significant improvement in their experiences.
UK firms have upped their #customerexperience game, according to #CXIndex. #ForresterData #CX
Based on a survey of over 14,000 UK online adult consumers, Forrester’s UK CX Index measures and ranks more than 55 UK companies across eight industries to identify how leading brands stack up based on the customer experiences they provide.
Of note, financial service firms continue to dominate in the UK, with bank or credit card brands holding three of the top four spots of the UK CX Index. For the second year in a row, Nationwide Building Society gets the top score of any brand, achieving the highest score for both the banking and credit card services categories. In addition, Nationwide Building Society had the highest number of customers who indicated that they felt good about their interactions — highlighting the impact of emotion on customer experience quality.
“CX Index data shows that UK brands have made clear progress in their customer experience efforts,” Joana van den Brink-Quintanilha, senior analyst at Forrester, said. “But don’t mistake progress as a cause for celebration; it is simply a jumping off point. For the second year running, none of the UK brands achieved an excellent score. This indicates a significant opportunity for brands to gain a competitive advantage through experience-based differentiation. Indeed, CX investments are more important than ever for UK brands.”
Forrester’s CX Index also reveals the CX elite — companies that rank in the top 5% for CX quality across all industries. These companies that made UK’s CX Index 2016 best-in-class list include the following (in alphabetical order): Amazon, Nationwide Building Society, and Santander.
To explore additional insights from this new data and how firms can improve their CX performance, join Forrester’s CXEurope event at The InterContinental London – The O2 on November 15-16. To register, please visit forr.com/CXEurope.
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About Forrester’s CX Index
Forrester’s CX Index is the most complete and powerful CX tool in the market today. CX Index, delivered via an always-on, easy-to-use interactive platform, gives businesses deep and actionable insight into their customer experience quality, the competitive landscape, and areas for improvement to drive incremental revenue growth.
For more information, please visit 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 and frameworks are grounded in annual surveys of more than 500,000 consumers and business leaders worldwide, rigorous and objective methodologies, and the shared wisdom of our most innovative clients. Through proprietary research, data, consulting, events, and exclusive executive networks and programs, 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.
