Forrester’s Bruce Temkin just posted the results of Forrester’s second annual Customer Experience Index, or CxPi. Consumers were asked in October 2008 to rate companies on the basis of: 1) usefulness; 2) ease of use; and 3) enjoyability.

Here are the results across 12 industries:

Apparently the retail industry can take a page from booksellers as the model for customer satisfaction as Barnes & Noble was the top overall performer, and Border’s was also in the top 5.

On the other end of the spectrum is Charter Communications, one of the nation’s largest ISP’s. They are at the bottom of the ratings for the second year in a row. Hard to imagine them retaining their market share given that type of performance, except where they have a cable or telephone stranglehold on the market.

Here’s the whole report.

KidWithMatches is the personal blog of Pete Eberbach, VP Director of Online Marketing & Technology with St. John + Partners.

Tags: barnes & noble, border's, bruce temkin, charter communications, customer experience index, ewperience matters, forrester, isp, retail industry

This entry was posted on Tuesday, December 16th, 2008 at 10:55 am and is filed under ISP's, POS, crm, customer experience, online marketing, roi and analytics. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.