Customer experiences are getting worse – RetailWire

The average customer experience score in April was 71.3 percent, down from 72 percent in 2021, according to Forrester. The score marks the first decline after years of rising scores. “The changes suggest to us that there are some companies reaching the point where they’re just having a hard time keeping up with these customers’ changing expectations, or are just distracted by all the other things that they need to be focusing on,” Pete Jacques, principal analyst at Forrester, said.