Trends Report

The US Traditional Retailers Customer Experience Index, 2017

How US Traditional Retailer Brands Earn Loyalty With The Quality Of Their Experience

October 25th, 2017
Sucharita Kodali, VP, Principal Analyst
Sucharita Kodali VP, Principal Analyst
Dylan Czarnecki, Researcher
Dylan Czarnecki Researcher
With contributors:
Fiona Swerdlow , Harley Manning , Michelle Yaiser , William Willsea , Rachel Birrell

Summary

How well do leading traditional retailers (stores and digital) earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 36 traditional retail brands that we analyzed as part of the US CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals should use this report to inform their ongoing improvement efforts.

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