CxPi Scores For Healthcare Companies

CxPi is the Customer Experience Index from Forrester. 

The CxPi is based on consumer evaluations during November 2009 across three areas: 1) meeting needs; 2) being easy to work with; and 3) enjoyability.

As expected, pure healthcare companies fall towards the bottom here, but some of the retail pharmacies are much higher up.

There weren’t a lot of excellent scores in the survey, and I’m sure we can all debate where the companies fall.  But, I think the point that healthcare clusters at the bottom (and has since the beginning) is a problem.  How do we improve that consumer experience?

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