Play.com Tops UK Customer Experience Index

Last November we introduced Forrester’s Customer Experience Index in the US, with Costco and Borders taking the top 2 spots. Using the same methodology to examine three key elements of customer experience (usefulness, ease of use, and enjoyability), we recently published the The UK Customer Experience Index, 2008.

Based on a survey of nearly 1,200 UK consumers, we ranked 25 firms. Here are some of the details:

  • Top five in the rankings:
    • Play.com [#1]
    • Amazon UK [#2]
    • John Lewis [#3]
    • ASDA [#4]
    • Tesco [#5]
  • Bottom five in the rankings:
    • British Gas [#25]
    • AOL [#24]
    • Virgin/NTL Telewest [#23]
    • BT Internet/Openworld [#22]
    • Vodafone [#21]
  • Retailers took the top 8 spots, but here are the leaders in other sectors:
    • Banking: Lloyds TSB [#8]
    • Mobile: T-Mobile [#17]
    • ISP: BT Internet/Openworld [#22]

We’ll be fielding the survey again in the US in a few months, so keep your eyes out for Forrester’s second annual Customer Experience Index later this year.

The bottom line: There’s room for customer experience improvements everywhere.

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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