Navy Federal and IRS Stand Out in CX Report
Customer experience in the United States has deteriorated for the third consecutive year, reaching its lowest point since 2016, as indicated by Forrester's CX Index study analyzing over 98,000 consumer perceptions across 13 sectors.
Financial services companies Navy Federal Credit Union and USAA earned high honors, while the Internal Revenue Service ranked dead last, despite piloting its free electronic tax-filing system.
The average score of 69.3 out of 100 reflects growing dissatisfaction with customer service, compounded by challenges like shrinkflation and unreliable chatbots. Despite improvements in pandemic-related issues like shipping delays, consumers feel they are not getting commensurate value for recent price increases, contributing to the decline in customer experience ratings.
Key Quote: “Somebody is paying more, but then they’re not seeing the benefit of paying more,” - Pete Jacques, Principal Analyst, Forrester.