Introducing Forrester's Customer Experience Index, 2014

It’s January again, which means it’s time to reveal the results of our seventh annual Forrester Customer Experience Index (CXi). This year’s report benchmarks the quality of the customer experience (CX) at 175 US firms in 14 industries as rated by the only people whose opinion really matters — their customers.

The top spot this year went to Amazon.com, but not for its score in the retail category. Amazon earned an Index-leading score of 91 for its debut in the consumer electronics manufacturer category (for the Kindle). I guess that’s what happens when one of your company’s core principles is to obsess about customers. (It’s also worth noting that our study happened to coincide with the launch of the Kindle’s innovative Mayday feature and corresponding ad campaign.)

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