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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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