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.
Eight insurers did make it to the top half of the ranking—USAA (21), Liberty Mutual (28), Progressive and The Hartford (42, tie), State Farm (49), AAA, Farmers Insurance Group and GEICO (57, tie). Twenty-two companies had improved by at least five percentage points over last year's results. Liberty Mutual Insurance, which holds the 28th spot in the ranking, was the most improved, with a 15-percentage-point increase.
To see a complete ranking and ranking methodology, click here.
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