Trends Report

The US Multichannel Retailers Customer Experience Index, 2018

How US Multichannel Retail Brands Earn Loyalty With The Quality Of Their Experience

June 19th, 2018
Sucharita Kodali, VP, Principal Analyst
Sucharita Kodali VP, Principal Analyst
Alex Causey, null
Alex Causey
With contributors:
David Truog , Fiona Swerdlow , Sam Wolken , Rachel Birrell

Summary

How well do leading multichannel retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 42 multichannel retailer brands that were analyzed as part of the US Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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