Hotels and retailers top Forrester Research’s latest customer experience ranking, Customer Experience Index (CxPi). Insurers, though, rank among the bottom four industries on the list.
Forrester asked more than 4,600 U.S. consumers about their interactions with a variety of companies, gauging the usefulness, ease of use and “enjoyability” of those experiences. Based on these consumer responses, the researchers calculated the CxPi for 133 firms in 14 different industries. At an industry level, retailers, hotels, and parcel shipping firms ended in the top spots for all categories, while health insurance plans, TV service providers and Internet service providers ended up at the bottom.
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