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Barnes & Noble is the No. 1 brand when it comes to customer experience, according to a survey released this week by Forrester Research.
Forrester asked more than 4,600 U.S. consumers about their interactions with companies across various industries as part of the “Customer Experience Index, 2010.” Participants rated the usefulness, ease of use and enjoyability of their experiences. Forrester calculated the results for 133 companies in 14 different industries and found that retailers, hotels and parcel-shipping firms ranked the highest for all categories, while health insurance plans, TV service providers and Internet service providers ranked the lowest.
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