UK Brands Have Upped Their CX Game

We’re pleased to announce that this year’s UK Customer Experience Index report is now live! The report is based on Forrester's Customer Experience Index (CX Index™) methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers.

 
Overall, it’s been a good year for UK brands, with the percentage of good and OK scores increasing thanks to a significant drop in poor scores. We found that:
 
  • Six of the eight industries surveyed improved their average score.
  • Twenty-four of the 56 brands surveyed made significant improvements in their experiences.
  • Three of those brands increased their scores by a huge 10 points or more.
 

But before CX pros think their work is done, beware! There’s still a lot more to be done. For the second year running, none of the UK brands achieved an excellent score, meaning there is still plenty of opportunity for brands to gain a competitive advantage through experience-based differentiation.

Stay tuned for the French and German reports, which will be hitting the site in a couple of weeks. In the meantime, I’m happy to take inquiry calls to talk about our findings and what they mean for CX professionals.

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