Forrester's 2010 Customer Experience Index Results

For the past three years, Forrester has published a report that details the responses of over 4,500 US consumers and their experiences with certain companies.  Based upon the responses they created an index for 133 firms in 14 different industries.  The top of the list Barnes & Noble!
 

Here are the full 2010 CxPi rankings…

Take a look at the list and let me know if you agree with the results.  Looking at this list, it looks like retail is in the lead for really focusing on the customer and using strong customer service and creating a strong experience for their customers.

Barnes and Noble is a day trip for my family.  We look forward to going and spend hours in the store.  First in the cafe where we enjoy a cup of coffee and a treat and then quickly we disperse to our area of interest only to meet up at the cash register where we are always greeted with a smile.  So from my own personal experience, I agree that Barnes & Nobel's customer experience is #1 in my book.

What do you think?