Forrester Canada 2022 Customer Experience Index Report

This report presents Forrester's Canada 2022 Customer Experience Index (CX Index™), which indicates a decline in customer experience quality among Canadian brands after three years of stability. The survey, conducted among over 41,000 Canadian customers across 101 brands, reveals that nearly 25% of brands struggled to maintain CX quality over the past year. The report highlights that emotional experiences are crucial for customer trust and brand loyalty, with the top-performing brands delivering significantly more emotionally positive experiences. Factors contributing to the decline include supply issues, staffing shortages, and rising costs. The report emphasizes the need for brands to prioritize customer emotional needs to enhance loyalty and suggests that even minor improvements in CX quality can lead to substantial revenue increases. The findings are based on Forrester's proprietary CX Index methodology, which assesses CX quality and its impact on customer loyalty intentions.