The Easiest Firms To Work With: Credit Unions And Borders

In previous posts, I looked at two elements of Forrester’s Customer Experience Index: enjoyability and usefulness. We used this index to rank the customer experience delivered by 112 firms across 9 industries. Now let’s look at how organizations were ranked in the final component of that index: ease of use.

Consumers felt that these organization were the easiest to work with:

Top 15 Firms That Are Easy To Work With

Not all of the 9 industries were represented in the top 15 above. Here are the firms that came out on the top of other industries (along with their overall ranking):

  • Investment firms: Edward Jones (21st overall)
  • TV service providers: DirecTV (59th overall)
  • Internet service porviders: Earthlink/MindSpring (43rd overall)
  • Medical insurers: Kaiser (89th overall)

The bottom line: “Computers shouldn’t be unusable. You don’t need to know how to work a telephone switch to make a phone call, or how to use the Hoover Dam to take a shower, or how to work a nuclear-power plant to turn on the lights.” (Scott McNealy)

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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