Forrester Research Customer Experience Index

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DEFINITION

Forrester Research, a technology and market research company, publishes its Customer Experience Index (CxPi). The CxPi is based on evaluations from nearly 5,000 U.S. consumers about their interactions with a variety of companies across three areas - meeting needs, being easy to work with and enjoyability. The 2010 CxPi ranked 133 organizations across 14 industries.

INVESTOPEDIA EXPLAINS

The 14 industries covered in the 2010 CxPi were - airlines, banks, credit card providers, health plans, hotels, insurance firms, internet service providers, investment firms, parcel shipping services, PC manufacturers, retailers, TV service providers, utilities, and wireless carriers. Barnes & Noble took the top spot in the 2010 CxPi for the second year in a row.


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