Based on a survey of more than 9,050 online adult consumers in Great Britain, a new Forrester study measures and ranks 36 UK brands across five industries to establish customer experience (CX) leaders to identify how well a brand’s customer experience strengthens the loyalty of its customers.

The five industries in the firm’s new UK 2019 Customer Experience Indexare banking, auto/home insurance, wireless providers, digital retailers, and multichannel retailers.

Top UK brands that deliver high-quality customer experience

Wireless service providers had the highest CX Index score of 70.6 while multichannel banks performed the poorest. Wireless Service Provider Tesco Mobile had the highest CX Index score of 75.4.

Below is a list of all the brands across each industry based on the rankings:

Auto/home insurance

  • Liverpool Victoria
  • Direct Line
  • Aviva
  • Admiral / Diamond /
  • AA

Multichannel banks

  • Nationwide Building Society
  • Santander,
  • HSBC
  • NatWest,
  • Lloyds Bank
  • Barclays Bank
  • Halifax

Digital retailers

  • Amazon
  • eBay
  • ASOS

Multichannel retailers

  • John Lewis
  • Argos
  • Waitrose
  • Marks & Spencer
  • IKEA
  • Boots
  • Tesco
  • Debenhams
  • Asda
  • Sainsbury’s
  • Morrisons
  • Primark
  • Co-op Food
  • H&M
  • Tesco

Wireless service providers

  • Tesco Mobile
  • 3
  • O2
  • EE
  • Vodafone
  • Virgin Mobile

Download Forrester’s State of Customer Experience Qualityreport here.

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Richard Carufel

Richard Carufel

Richard Carufel is editor of Bulldog Reporter and the Daily ’Dog, one of the web’s leading sources of PR and marketing communications news and opinions. He has been reporting on the PR and communications industry for over 12 years, and has interviewed hundreds of journalists and PR industry leaders.


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