Forrester: Barnes & Noble tops in customer experience

NEW YORK Barnes & Noble, the world’s largest bookseller, announced that it has been ranked the number one company in the customer experience index by Forrester Research.

According to the December 2008 report titled The Customer Experience Index, 2008 published by Forrester Research, “Barnes & Noble takes the top spot” with an “excellent” rating and overall score of 92%.

Forrester asked nearly 5,000 consumers about their interactions with 114 companies across 12 different industries and developed its customer experience index. The report is based on companies’ combination of ease of use, usefulness and enjoyability of experience. According to the report, “only 11% of the firms wound up with ‘excellent’ ratings.”