Customer Experience (CX) Index

27 May, 2024 2 min read

What Is Customer Experience (CX) Index?

The CX Index goes beyond measuring immediate satisfaction to assess the overall quality of customer experiences across all touchpoints.

It combines quantitative data from surveys with qualitative insights to paint a holistic picture of customer emotions, behaviors, and loyalty.

Think of it as a comprehensive report card for your customer experience, offering actionable insights for improvement.

What Are The Key Components For Customer Experience (CX) Index?


Captures customers' intent to repurchase, recommend, and provide positive word-of-mouth, reflecting long-term commitment.


Evaluate how well you meet customer needs and expectations, assessing whether their goals are achieved through your offerings.


Measures the effort required for customers to interact with your brand, assessing convenience and friction points.


Gauges the positive and negative feelings associated with the experience, uncovering emotional drivers of satisfaction or dissatisfaction.

What Are The Benefits Of Customer Experience (CX) Index?

Data-Driven Strategies

Gain objective insights to prioritize initiatives and resource allocation strategically.

Actionable Recommendations

Uncover specific areas for improvement to optimize the customer journey.

Industry Benchmarking

Compare your performance against competitors and industry leaders to identify strengths and weaknesses.

ROI Measurement

Track the impact of CX improvements on business outcomes like revenue growth and customer retention.

How To Calculate Customer Experience (CX) Index?

Forrester conducts an annual benchmark survey, gathering feedback from thousands of customers across various industries.

The collected data is analyzed through a proprietary algorithm that weights different factors based on their impact on customer loyalty in each specific industry.

The output is a single CX Index score, providing a simplified overview of your overall customer experience quality.

Additional Considerations For Customer Experience (CX) Index

Numerous alternative CX measurement tools and methodologies exist, catering to different budgets and needs.

Supplement the CX Index with additional data sources like customer feedback tools and social media insights for a more complete picture.

How To Optimize Your Customer Experience (CX)?

  • Focus on the most impactful drivers based on your industry and CX Index results.
  • Personalize the experience: Cater to individual customer needs and preferences to increase satisfaction.
  • Proactively address pain points: Identify and resolve customer issues before they escalate, minimizing negative emotions.
  • Invest in employee training: Equip your team with the skills and knowledge to deliver exceptional service.
  • Continuously measure and iterate: Regularly track progress and adjust strategies based on new data and customer feedback.
Note: The CX Index is a powerful tool for understanding and improving the customer experience. By leveraging its insights and taking action, you can create loyal customers, drive business growth, and gain a competitive edge in today's marketplace.


The Ultimate Guide to Customer Success Management

The Ultimate Guide to Customer Success Management

Customer Success is not just about selling a product or providing support; it's a promise brought to life, guiding customers toward success while ensuring a delightful journey

21 September, 2023

The Ultimate Guide To Keeping Your Customer Churn in Check!

The Ultimate Guide To Keeping Your Customer Churn in Check!

They say not all churn is bad. What do you think? I think so too, but don’t take my word for it. Some say all churn is bad and I’d give that to them but not take it personally!

15 February, 2023

Can a 1% reduction in churn result in a 38% increase in ARR?

Can a 1% reduction in churn result in a 38% increase in ARR?

When I started working on my Customer Success startup ZapScale my first thought was why should anyone spend on Customer Success and what value it brings.

23 April, 2022

Quality Content,

Straight To Your Inbox!

Subscribe for the latest blogs, podcasts, webinars, and events!

Write a Blog

If you have experience in CS and

a flair for writing, we’d love to

feature you.

Write to us on