RBC Tops Canadian Customer Experience Rankings

In November, we published Forrester’s customer experience rankings of 112 US organizations. The research established a customer experience index (CxPi) based on consumer evaluations across three areas: 1) usefulness; 2) ease of use; and 3) enjoyability. Using feedback from more than 500 Canadian consumers, we recently rated the customer experience of 22 Canadian firms.

Let me start by saying congratulations to the company that received the #1 ranking, the Royal Bank of Canada.

Our findings: RBC, Costco, and Staples came out at the top of the list. But on average, there’s a lot of room for improvement: Only RBC wound up with an “excellent” rating. And 5 firms ended up with “very poor” ratings: Bell Mobility, Bell ExpressVU, TELUS Mobility, Rogers, and Rogers Wireless.

The bottom line: TV and wireless providers dominated the bottom of the list. While these firms might find comfort in their comparable customer experience problems, hopefully (for consumers’ sake) some will see this more as an opportunity to differentiate from the pack.

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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