DEFINITION of 'Forrester Research Customer Experience Index'
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.
BREAKING DOWN 'Forrester Research Customer Experience Index'
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.