We just published Forrester’s 2007 Customer Experience Index (CxPi) which ranks 112 firms across 9 industries: Banks, Credit Card Providers, Health Plans, Insurance Firms, Internet Service Providers, Investment Firms, Retailers, TV Service Providers, Wireless Phone Carriers.
I can’t yet discuss the results, but look for the rankings in an article in tomorrow’s Brandweek Magazine (they have an exclusive on the story).
The CxPi is based on a survey of nearly 5,000 US consumers — and examines three areas of customer experience: 1) usefulness; 2) ease of use; and 3) enjoyability.
I’ll highlight the results in my blog after Brandweek publishes its article.
The bottom line: Get ready for the CxPi