For Forrester's US 2022 CX Index Rankings, Etsy scored in the top 5%, landing in position #4 on the list. This was quite the achievement given that most brands actually struggled at this time.
Summary:
The past 12 months have been a roller coaster ride for consumers and brands. COVID-19 cases and deaths have declined, allowing consumers to return to a degree of normalcy in their social lives and brand interactions. Meanwhile, supply issues, staffing shortages, and rising costs hamper firms’ efforts to return to that same pre-pandemic “normal.” How well did brands manage their customers’ experiences? This year, we reveal the scores and rankings of all 221 brands across 13 industries. Results show that many brands struggled to sustain the level of quality they achieved earlier in the pandemic.