Forrester Releases Canada 2016 Customer Experience Index Scores, Reveals a Year of Stagnant CX
OREANDA-NEWS. September 30, 2016. Despite Canadian companies’ drive to improve customer experience (CX),
their efforts are not fully paying off, according to Forrester’s
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Forrester Releases Canada 2016 Customer Experience Index Scores, Reveals a Year of Stagnant CX (Graphic: Business Wire).
Based on a survey of nearly 75,000 Canadian online adult consumers, Forrester’s Canadian CX Index measures and ranks close to 200 Canadian companies across 15 industries to identify how leading brands stack up based on the customer experiences they provide.
Most notably, the Canada CX Index found that traditional industries now perform as well as, or better than, their digital competition. For example, traditional banking firm ATB Financial scores higher than its competition in the direct banking industry. Additionally, traditional retail and TV providers are ranked evenly with digital retail and OTT services, respectively.
“It’s not surprising to see that traditional players are gaining CX traction on digital disruptors,”
Rick Parrish, principal analyst at
Forrester’s CX Index also reveals the CX elite — companies that rank in
the top 5% for CX quality across all industries. The companies that made
Canada’s CX Index 2016 best-in-class list include the following (in
alphabetical order): ATB Financial,
Contact us to learn more about how Forrester’s CX Index can help your business.
About Forrester’s CX Index
Forrester’s CX Index is the most complete and powerful CX tool in the market today. The CX Index gives businesses a deep and actionable understanding of the quality of their customers’ experiences, competitive benchmark data so business and technology leaders know how they stack up against their peers, and the ability to model which improvements will have the biggest impact on revenue.
For more information, please visit forr.com/cxindex.