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.
This report offers the most comprehensive picture to date of how customer experiences with the top 100 brands across seven industries are predictive of companies’ future business success. The ForeSee Experience Index (FXI) quantifies customer experience by calculating satisfaction scores for each brand on a 100-point scale in addition to calculating scores for three key measurements that are predictive of future customer behaviors – Retention, Upsell and Recommend. Facebook is the lowest scoring brand in the overall index while Amazon scores highest across all industries measured.
This report provides a quarterly update on citizen satisfaction with e-government at the aggregate level and finds that while citizen satisfaction remains steady, one major influence impacting citizen expectations is the growing availability of mobile as a direct line for citizens to interact with government organizations, agencies, and departments.
ForeSee's Word of Mouth Index® (WoMI®) is a more precise measure of word-of-mouth that builds upon what many companies are already doing with Net Promoter Score (NPS). This report provides benchmark scores for satisfaction, WoMI, and NPS for 100 of the top brands in the world and reveals that NPS overstates brand detractors by 780% on average.
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 web arm of the federal government continues to perform very well and has been steady in terms of citizen satisfaction for 15 of the last 16 quarters, but in the new digital landscape, all roads lead to mobile. This report includes an overview of citizen satisfaction with e-government websites and a commentary on mobile best practices for federal agencies.
Customer satisfaction with e-business - which includes social media, news and information, and portal and search engine websites - tumbled to its lowest score since 2003 according to the American Customer Satisfaction Index (ACSI) E-Business Report released in partnership with customer experience analytics
ForeSee's Word of Mouth Index® (WoMI®) is a more precise measure of word-of-mouth that builds upon what many companies are already doing with the Net Promoter Score (NPS). This report evaluates the strengths and weaknesses of Net Promoter, explains the origins of WoMI, and provides data on how NPS is overstating detractors for the top 100 brands by 299%.
Get the right data to drive decisions into action. This white paper by John Lovett of Web Analytics Demystified describes how to quantify the digital customer experience and how to progress from observation to decisions to actions. If your organization seeks to compete on customer experience, then this is a must read.
ForeSee's 2013 first quarter ACSI E-Government Satisfaction Index finds citizen satisfaction with the e-gov experience remains steady, but expectations are rapidly changing. This report examines how citizens interact with government agencies via mobile devices or tablets and provides best practices for mobile development based on existing government apps and mobile websites.
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.
ForeSee's fourth quarter ACSI E-Government Satisfaction Index report provides a commentary on the evolution of the multi-channel, multi-device citizen. In today’s omni-channel world, agency managers and government officials need to understand that satisfaction isn’t just about measuring an individual experience at an office location or with a contact center, website, or mobile device. It’s about every channel, every touch point, and every device.
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.