World Usability Day Shoutout To 25 Firms

In honor of World Usability Day (WUD) 2009, I’m publishing a second post today. As part of our annual Customer Experience Rankings, we get consumers to answer several questions about their experiences with companies. One of those questions is “How easy is it to work with this firm?

For our analysis, we take the percentage of consumers that say the company was easy to work with and subtract the percentage that say the company was difficult to work with. Using this net score, we ranked 113 companies. Here are the top 25 firms from last year’s rankings:

(Forrester) Top 25 Firms In Ease Of Use from 2008 CxPi

We just got the data back from our 2009 survey, so I am about to start the analysis for this year’s Customer Experience Index rankings. Look for the results in early December.

The bottom line: Every company should strive to be easier to work with.

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

3 thoughts on “World Usability Day Shoutout To 25 Firms”

  1. Hi Bruce,

    Thank you for publishing your resutls. Interesting! Looking through the list I can’t say I’ve really had a bad experience with any of these companies.

    You may like this article from Web Site Magazine that reviews usability tools http://bit.ly/32mqlQ

    I am affiliated with http://www.usertesting.com but the article covers several other tools as well.

    Amanda

  2. How many consusmers responded to the survey? What method was used – online or phone? What was the margin of error? What were the dates of the survey? Was there a sponsor or paying client?

    Assuming the survey is credible, I find it highly interesting that no banks, credit card companies – except for American Express — auto manufacturers etc. make the list.

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