CAMBRIDGE, Mass., Oct. 25, 2017 /PRNewswire/ -- Traditional
retailers in the US did not improve CX quality since 2016,
according to Forrester's US 2017 Customer Experience Index (CX
Index™). In new CX Index data revealed today, Forrester found that
the average CX Index score decreased by a single point this
year.
Based on a survey of nearly 120,000 US online adult consumers,
Forrester's CX Index measures and ranks more than 300 US brands
across 21 industries to identify how well a brand's customer
experience strengthens the loyalty of its customers. Of the 315 US
brands ranked in 2017, 36 traditional retail brands were analyzed
to determine how customers perceive their experiences and how CX
drives loyalty. Key findings include that:
- PetSmart is ranked the number one traditional retailer in 2017.
While its CX Index score did not increase, PetSmart jumped up from
its fifth-place ranking last year due to other brands' scores
decreasing, as well as its customers ranking it with the highest
score for effectiveness in CX across all of the retailers
measured.
- Average CX quality was down slightly, leading to several shifts
in rankings: 20 retailers' scores declined and 15 increased. While
these changes were minor and do not signal a profound shift in the
industry, Rite Aid is the only brand that saw a significant
increase – which was less than half of the biggest decliner's
decrease in 2017.
- The top emotions that drive customer loyalty in traditional
retail are feeling appreciated, respected and valued. For example,
91% of customers who feel valued plan to stay with the brand and
89% plan to spend more. This proves that emotion affects retailers'
bottom line: a one-point improvement in a CX Index score can lead
to an incremental $244 million in
revenue for big-box retailers.
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 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.
For more information, please
visit http://forr.com/cxindex.
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, data, custom consulting, exclusive executive peer groups,
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.
Contact
Forrester
Jenna Vassallo, 617-613-5746
Public Relations Manager
jvassallo@forrester.com
View original content with
multimedia:http://www.prnewswire.com/news-releases/forresters-us-2017-customer-experience-index-reveals-complete-rankings-of-36-traditional-retail-brands-300543168.html
SOURCE Forrester