Forrester released its list of customer experience (CX) leaders among U.K. brands, according to its U.K. 2019 Customer Experience Index (CX Index™) rankings.
Based on a survey of more than 9,050 U.K. online adult consumers, Forrester’s CX Index measures and ranks 36 U.K. brands across five industries (banking, auto/home insurance, wireless providers, digital retailers, and multichannel retailers) to identify how well a brand’s customer experience strengthens the loyalty of its customers.
Wireless service providers had the highest CX Index score of 70.6 while multichannel banks performed the poorest. Wireless Service Provider Tesco Mobile had the highest CX Index score of 75.4. Below is a list of all the brands across each industry based on the rankings:
Auto/home insurance: Liverpool Victoria, Direct Line, Aviva, Admiral / Diamond / Elephant.co.uk, and AA.
Multichannel banks: Nationwide Building Society, Santander, HSBC, NatWest, Lloyds Bank, Barclays Bank, and Halifax.
Digital retailers: Amazon, eBay, Very.co.uk, and ASOS.
Multichannel retailers: John Lewis, Argos, Waitrose, Marks & Spencer, IKEA, Boots, Tesco, Debenhams, Asda, Sainsbury’s, Morrisons, Primark, Co-op Food, H&M, and Tesco.
Wireless service providers: Tesco Mobile, 3, O2, EE, Vodafone, and Virgin Mobile.
To learn more about how Forrester’s CX Index can help your business, please visit https://forr.com/cxindex or contact us for more information.
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 that business and technology leaders know how they stack up against their peers, and the ability to model the improvements that will have the biggest impact on revenue.
About Forrester
Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We work with business and technology leaders to develop customer-obsessed strategies that drive growth. Forrester’s unique insights are grounded in annual surveys of more than 675,000 consumers and business leaders worldwide, rigorous and objective methodologies, and the shared wisdom of our most innovative clients. Through proprietary research, analytics, custom consulting, exclusive executive peer groups, learning offerings, and events, the Forrester experience is about a singular and powerful purpose: to challenge the thinking of our clients to help them lead change in their organizations.
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