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.
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 / Elephant.co.uk
- AA
Multichannel banks
- Nationwide Building Society
- Santander,
- HSBC
- NatWest,
- Lloyds Bank
- Barclays Bank
- Halifax
Digital retailers
- Amazon
- eBay
- co.uk
- 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.
