Forrester Releases UK 2016 Customer Experience Index Scores, Reveals a Year of Progress

CAMBRIDGE, Mass.–(BUSINESS WIRE)–UK firms have upped their customer experience (CX) game, according to Forrester’s
UK 2016 Customer Experience Index (CX Index™)
. CX Index scores for
six of the eight industries surveyed improved over last year, with 24
brands showing significant improvement in their experiences.

Based on a survey of over 14,000 UK online adult consumers, Forrester’s
UK CX Index measures and ranks more than 55 UK companies across eight
industries to identify how leading brands stack up based on the customer
experiences they provide.

Of note, financial service firms continue to dominate in the UK, with
bank or credit card brands holding three of the top four spots of the UK
CX Index. For the second year in a row, Nationwide Building Society gets
the top score of any brand, achieving the highest score for both the
banking and credit card services categories. In addition, Nationwide
Building Society had the highest number of customers who indicated that
they felt good about their interactions — highlighting the impact of
emotion on customer experience quality.

“CX Index data shows that UK brands have made clear progress in their
customer experience efforts,” Joana van den Brink-Quintanilha, senior
analyst at Forrester, said. “But don’t mistake progress as a cause for
celebration; it is simply a jumping off point. For the second year
running, none of the UK brands achieved an excellent score. This
indicates a significant opportunity for brands to gain a competitive
advantage through experience-based differentiation. Indeed, CX
investments are more important than ever for UK brands.”

Forrester’s CX Index also reveals the CX elite — companies that rank in
the top 5% for CX quality across all industries. These companies that
made UK’s CX Index 2016 best-in-class list include the following (in
alphabetical order): Amazon, Nationwide Building Society, and Santander.

To explore additional insights from this new data and how firms can
improve their CX performance, join Forrester’s CXEurope event at The
InterContinental London – The O2 on November 15-16. To register, please

Contact us to learn more about how Forrester’s CX Index can help your

About Forrester’s CX Index

Forrester’s CX Index is the most complete and powerful CX tool in the
market today. CX Index, delivered via an always-on, easy-to-use
interactive platform, gives businesses deep and actionable insight into
their customer experience quality, the competitive landscape, and areas
for improvement to drive incremental revenue growth.

For more information, please visit

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 and frameworks are grounded in annual
surveys of more than 500,000 consumers and business leaders worldwide,
rigorous and objective methodologies, and the shared wisdom of our most
innovative clients. Through proprietary research, data, consulting,
events, and exclusive executive networks and programs, 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.


Jennifer Isabella, 617-613-6132