January 29, 2019 | Jeff Sylvester

It’s a Digital-First World—See Which Brands Delivered in Q4

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Leaders Netflix and PayPal hold strong in Q4—Walmart and others make gains

Today’s customers are going “digital first”—but what do they expect from their experiences in retail, banking, media, and entertainment? And which brands are delivering? Based on data collected in the fourth quarter of 2018, including the busy and competitive holiday season, our latest Digital Experience Index (DXI) has some answers.

The DXI ranks 50 of the top U.S. websites (based on Amazon’s Alexa.com top sites and the Fortune 1000) on Net Promoter Score℠ (NPS®) according to 12,710 survey respondents. The report also goes deeper into consumer preferences, revealing:

  • The digital discipline that keeps Netflix, PayPal, and Amazon on top
  • Which brands make the top-10 list on four key satisfaction drivers
  • Where mobile delivers on needs and where it doesn’t
  • How digital investments are paying off for brands in every industry

The report makes two things very clear: expectations keep rising for web and mobile interactions, and digitally-savvy brands are using voice of customer data to stay on top of needs and ahead of competitors. Get the full list of the rankings and more digital insights by downloading the report here. If your brand is featured in the report OR you want a closer look at  CX, NPS, or digital experience data relevant to your industry, request a briefing with one of our CX experts today.

Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

About the Author

Senior Analyst and Customer Success Manager Jeff Sylvester leads survey design at ForeSee and uses his data-science and market-research expertise to help our clients advance their CX programs.

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