RBC Tops Canadian Customer Experience Rankings

In November, we published Forrester’s customer experience rankings of 112 US organizations. The research established a customer experience index (CxPi) based on consumer evaluations across three areas: 1) usefulness; 2) ease of use; and 3) enjoyability. Using feedback from more than 500 Canadian consumers, we recently rated the customer experience of 22 Canadian firms.

Let me start by saying congratulations to the company that received the #1 ranking, the Royal Bank of Canada.

Our findings: RBC, Costco, and Staples came out at the top of the list. But on average, there’s a lot of room for improvement: Only RBC wound up with an “excellent” rating. And 5 firms ended up with “very poor” ratings: Bell Mobility, Bell ExpressVU, TELUS Mobility, Rogers, and Rogers Wireless.

The bottom line: TV and wireless providers dominated the bottom of the list. While these firms might find comfort in their comparable customer experience problems, hopefully (for consumers’ sake) some will see this more as an opportunity to differentiate from the pack.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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