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.

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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 (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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