X INDEX 2025
CLOSING THE GAP
It’s time for brands to close the gap between the promises they make and the everyday experience they deliver to their customers.
It’s time for brands to close the gap between the promises they make and the everyday experience they deliver to their customers.
The X Index report is a proprietary study conducted by Havas CX to understand the standing of different brands across the customer experience index. The report leverages the X Index barometer, a proprietary research tool that helps clients determine and measure the most critical factors in customer experience.
This year, Havas deployed the global research across 8 markets (India, France, Germany, Mexico, Portugal, Spain, the United Kingdom, and the United States) and surveyed over 59,000 customers catering to 580 brands.
While specifically in India, the study surveyed over 5,000 customers across 47 brands. The brands in question operated from 9 different industry categories – Automotive, Hospitality, Banking, E-Retail, Fashion/Luxury, Technology, Insurance, and Financial Services.
For the first time, the X Index assessed the gap between perceived trust in a brand’s promises and customers subsequent experiences across interactions with the brand. Enabling us to determine the most important measures to undertake to succeed at CX in India.
Interested in diving deeper into the X Index barometer? Whether you’re looking to understand how to further the CX initiatives of your brand or want to access the latest report, we’re here to help. Email us at: [email protected]
You can also reach out to us for copies of the Previous X Index reports from 2019-2024.
