Cambridge, Mass. — If Forrester Research Inc.’s Customer Experience Index is any indication, insurers have a lot of room for improvement in their interactions with customers. Barnes & Noble topped Forrester’s ranking, while Charter Communications received the lowest score. Compared with last year, banks made the largest improvements, led by U.S. Bancorp, SunTrust and Citibank. Meanwhile, Time Warner Cable, Charter Communications and Blue Shield of California had the largest decline. At an industry level, retailers and hotels ended in the top spots of this year’s Customer Experience Index for all categories, while medical insurers and TV service providers ended up at the bottom.
Forrester asked more than 4,500 consumers about their interactions with 114 companies across 12 different industries and developed its Customer Experience Index based on the usefulness, ease of use and enjoyability of those experiences. Thirty-eight percent of firms were rated as “poor” or “very poor.”
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