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Share Name | Share Symbol | Market | Type |
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Forrester Research Inc | NASDAQ:FORR | NASDAQ | Common Stock |
Price Change | % Change | Share Price | Bid Price | Offer Price | High Price | Low Price | Open Price | Shares Traded | Last Trade | |
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-0.15 | -0.82% | 18.19 | 16.89 | 20.54 | 18.895 | 18.16 | 18.81 | 91,720 | 01:00:00 |
CAMBRIDGE, Mass., Oct. 12, 2017 /PRNewswire/ -- Overall customer experience (CX) quality of home and auto insurance brands dropped slightly since last year, according to Forrester's US 2017 Customer Experience Index (CX Index™). The decrease in scores is a result of bad rate increases due to widespread underwriting losses.
Based on a survey of nearly 120,000 US online adult consumers, Forrester's CX Index measures and ranks more than 300 US brands across 21 industries to identify how well a brand's customer experience strengthens the loyalty of its customers. Of the 315 US brands ranked in 2017, 19 auto and home insurance brands were analyzed to determine how customers perceive their experiences and how CX drives loyalty. Key findings include that:
"Great customer experience drives revenue, so it's important for insurers to understand which drivers matter most to their customers," Forrester Chief Research and Product Officer Cliff Condon said. "Our latest CX Index data confirms that insurance companies should focus heavily on customer service, for example, as it's the most important driver for insurer CX and has the strongest influence on CX quality and customer loyalty."
Contact us to learn more about how Forrester's CX Index can help your business.
About Forrester's CX Index
Forrester's CX Index is the most complete and powerful CX tool in the market today. The CX Index gives businesses a deep and actionable understanding of the quality of their customers' experiences, competitive benchmark data so that business and technology leaders know how they stack up against their peers, and the ability to model the improvements that will have the biggest impact on revenue.
For more information, please visit http://forr.com/cxindex.
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 are grounded in annual surveys of more than 675,000 consumers and business leaders worldwide, rigorous and objective methodologies, and the shared wisdom of our most innovative clients. Through proprietary research, data, custom consulting, exclusive executive peer groups, and events, 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.
Contact
Forrester
Jenna Vassallo, 617-613-5746
Public Relations Manager
jvassallo@forrester.com
View original content:http://www.prnewswire.com/news-releases/forresters-us-2017-customer-experience-index-reveals-complete-rankings-of-19-auto-and-home-insurance-brands-300535665.html
SOURCE Forrester
Copyright 2017 PR Newswire
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