As the uptake of mobile e-commerce increases in the U.K. and across the world, it’s important for retailers to understand just how far mobile's significance extends beyond direct sales alone. The ForeSee Experience Index (FXI): 2013 U.K. Retail Mobile Edition measures customer experience across the U.K.'s top 10 mobile retail websites and provides valuable insight on how U.K. shoppers are using mobile devices to browse, research and purchase goods.
This report measures the customer experience with the biggest retailers in the United States and is separated into five individual reports that focus on different retail touchpoints including stores, Web, mobile experiences, contact centers and company-level satisfaction. The report's revealing findings from more than 67,700 customer
surveys allow for comparisons of both aggregate satisfaction and satisfaction with individual retailers at the company and channel level.
As competition heats up between the U.K.’s online retail giants, the quest to deliver a great customer experience is more mission-critical than ever. The ForeSee Experience Index (FXI): 2013 U.K. Retail Edition measures customer satisfaction across the U.K.’s top 40 online retailers and indicates a slight but meaningful decrease from Christmas 2012 to Christmas 2013. Retail giant Amazon scores highest whilst Ryanair bottoms out the Index by a significant margin.
The ForeSee Mobile Satisfaction Index: Media and Entertainment Edition provides customer satisfaction scores for the mobile phone and tablet experiences offered by 22 of the top U.S. media and entertainment companies in the streaming content, news, and sports categories. Overall satisfaction with media and entertainment mobile site and app experiences was 77 on the study’s 100-point scale - outperforming traditional news and entertainment websites by ten points.
The ForeSee Mobile Satisfaction Index: Travel Edition looks at how customers rated the mobile experiences (including phones and tablets) of 25 of the top mobile travel sites and apps in the airline, hotel, car rental, and online travel agency categories.
The ForeSee Mobile Satisfaction Index: UK Edition looks at 40 of the largest mobile online retail websites and apps in the United Kingdom, and examines the impact mobile shopping has on those retailers. Measuring customer satisfaction with the mobile experience is essential because satisfaction is the best indicator of future success. When done correctly, extensive research shows that a good customer experience is predictive of loyalty, recommendations, sales, and brand preference.
As e-commerce in the United States continues to increase exponentially every year, so does the competition between companies trying to capture their share of the market. The American Customer Satisfaction Index's (ACSI) annual E-Commerce Report, produced in partnership with ForeSee, examines customer satisfation in the e-commerce sector, comprised of the online retail, brokerage, and travel categories.
The ForeSee Mobile Satisfaction Index: Holiday Retail Edition includes an in-depth look at how customers rated the mobile experiences (including phones and tablets) of 25 of the top mobile retailers in the country during the 2012 holiday shopping season.
Luxury shoppers are more likely to use mobile channels when shopping but are slightly less satisfied with e-commerce overall, according to ForeSee's Luxury E-Retail Satisfaction Index.
Internet-retail giant Amazon remains at the head of the class according to ForeSee's annual E-Retail Satisfaction Index (U.S. Holiday Edition). The 2012 Index—based on more than 25,000 customer surveys collected during the prime holiday shopping season between Thanksgiving and Christmas—expands from measuring satisfaction with 40 top retailers to 100 this year.
For the sixth year running, ForeSee has conducted the ForeSee Online Retail Satisfaction Index: UK Christmas Edition, an analysis of customer satisfaction with the top 40 online retailers in the United Kingdom during the Christmas shopping season.
As the mobile platform continues to mature, consumer expectations are evolving. The ForeSee Mobile Satisfaction Index, Retail Edition is a scientific benchmark of the mobile user experience and includes an in-depth look at how customers rate the mobile experiences of some of the top retail companies in the country.
ForeSee's annual analysis of customer satisfaction with the top 100 online retailers in the United States finds satisfaction with e-retail remains at the index's all-time high of 78, but the expectations of multi-channel, multi-device consumers are rapidly rising.
Daily deal sites like Groupon and LivingSocial have come under criticism lately from merchants and business analysts who are not convinced the business model is good for retailers. But new research from ForeSee shows that daily sites attract new customers and inspire loyalty. Groupon leads the way with the largest share of the market. Download the free report to learn more about how daily deals can increase business awareness, purchases, and repeat purchases.
Netflix is the biggest e-commerce loser as competition ramps up and overall satisfaction with online
retail increases, according to the American Customer Satisfaction Index's annual E-commerce Update,
produced in partnership with ForeSee. Learn how online retail, financial services, and travel fared in
this year's report.
ForeSee announced the findings of its latest mobile shopping report (as part of its study of nearly 10,000 visitors to the biggest e-retail websites in the UK throughout December) revealing key trends on retailers' future business.
ForeSee has released a study of customer satisfaction with top retail mobile sites and apps showing enough data to produce statistically reliable mobile satisfaction scores for 16 of the largest e-retailers
in the United States.
ForeSee, market leaders of customer satisfaction measurement and management, has today announced the findings of its annual Christmas customer satisfaction Index across the UK’s top 40 online retail websites
ForeSee Results today released its annual assessment of the top 100 online retailers, showing that customer satisfaction with e-retail remains at an all-time high score of 78 on the study’s 100-point scale. In addition to providing satisfaction scores, the study quantifies purchase intent, or a consumer’s likelihood to purchase from a retailer through any channel, online or offline.
The American Customer Satisfaction Index’s annual E-Commerce Report, produced in partnership with ForeSee Results, shows that customer satisfaction with e-commerce websites is down 2.6% to 79.3 on the ACSI’s 100-point scale, its lowest score since 2004.