Forrester

For Customer Experience Professionals

Report:Best And Worst Of Website Experience, 2011

Benchmarks: The Digital Customer Experience Improvement Playbook

This report is an update to "Best And Worst Of Website User Experience, 2011" originally published on November 18, 2011. This report outlines how customer experience professionals can benchmark...

• Downloads: 1760

For Customer Experience Professionals

Report:The ROI Of UK Web Redesigns Made Simple

Improving website user experience can increase sales and reduce costs, but many customer experience professionals struggle to estimate the potential value of planned improvements. By constructing a...

• Downloads: 325

For Customer Experience Professionals

Report:Best And Worst Of Website User Experience, 2010

Lessons Learned From 35 Website User Experience Reviews Across Six Industries

In 2010, Forrester reviewed the website user experience of sites in six industries: banks (Canadian and US), discount retailers, health plans, marketing software vendors, PC laptop manufacturers, and...

• Downloads: 1378

For Customer Experience Professionals

Report:Europe 2010: Fixing Known Usability Problems Pays Off

Web site design case studies and consulting projects provide convincing evidence that when European companies fix known Web site usability problems — like those in Forrester's Web Site User...

• Downloads: 262

For Customer Experience Professionals

Report:How Satisfied Are US Consumers With Store-To-Web Shopping?

Only half of consumers are satisfied with their experiences when researching apparel/footwear/accessories, consumer electronics, and wireless products and services in a store and then purchasing on...

• Downloads: 693

For Customer Experience Professionals

Report:Web-Phone User Experience 2010: Discount Retailers

Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms

Forrester applied its Web-Phone User Experience Review methodology to the experiences at the four largest discount retailers in the US: Costco, Kmart, Target, and Wal-Mart. The results: Target led...

• Downloads: 297
• Rating:

For Customer Experience Professionals

Report:How Satisfied Are US Consumers With Web-To-Store Shopping?

Although single-channel interactions satisfy more than 70% of consumers, the results aren't so great when it comes to Web-to-store shopping. Less than two-thirds of consumers are satisfied when...

• Downloads: 672

For Customer Experience Professionals

Report:Footwear Manufacturers' Cross-Channel Experience, 2009

An Industry Look At This Year's Best And Worst Of Cross-Channel Design

As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large footwear manufacturers — adidas, New Balance, Nike, and Puma. Overall, the footwear...

• Downloads: 319

For Customer Experience Professionals

Report:Best And Worst Of Email Interaction Design, 2009

Forrester Applies Its Email Interaction Review Methodology To 16 Major Firms

Forrester applied its Email Interaction Review to the email interactions of 16 firms: four each of the largest auto insurers, discount retailers, footwear manufacturers, and online travel agencies....

• Downloads: 660

For Customer Experience Professionals

Report:Best And Worst Of Phone Self-Service Design, 2009

Forrester Applies Its IVR Review Methodology To 16 Major Firms

Forrester applied its IVR Review methodology to the phone self-service experiences at 16 US firms — four each of the largest auto insurers, discount retailers, footwear manufacturers, and...

• Downloads: 724

For Customer Experience Professionals

Report:Best And Worst Of B2C Site Design, 2009

Forrester Applies Its Web Site Review Methodology To 16 Major Firms

Forrester applied its Web Site Review methodology to the site experiences at 16 firms — four each of the largest auto insurers, discount retailers, footwear manufacturers, and online travel...

• Downloads: 1309

For Customer Experience Professionals

Report:Best And Worst Of Cross-Channel Design, 2009

Forrester Applies Its Cross-Channel Review Methodology To 16 Major Firms

Forrester applied its Cross-Channel Review methodology to the experiences at 16 firms — four of the largest auto insurers, discount retailers, footwear manufacturers, and online travel...

• Downloads: 1383

For Customer Experience Professionals

Report:Cross-Channel Design, One Channel Pair At A Time

Simplify Your Approach By Focusing On Pairs Of Channels

Consumers are moving from channel to channel, but they're not satisfied with the experiences. Since fixing broken cross-channel experiences can be overwhelming, firms should focus on improving pairs...

• Downloads: 879
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For Customer Experience Professionals

Report:How Satisfied Are Shoppers When Moving Across Channels?

In Forrester's 2007 Customer Experience Index, retailers nabbed four of the top five slots. But are all retail experiences created equal? Not exactly. In the categories of apparel, wireless products,...

• Downloads: 595

For Customer Experience Professionals

Report:Best And Worst Of Email Interaction Design, 2008

Forrester Applies Its Email Interaction Review Methodology To 16 Major Firms

Forrester applied its Email Interaction Review to the email interactions of 16 firms: four each of the largest airlines, banks, department stores, and MP3 player manufacturers. None of the 13...

• Downloads: 625

For Customer Experience Professionals

Report:Best And Worst Of Phone Self-Service Design, 2008

Forrester Applies Its IVR Review Methodology To 16 Major Firms

Forrester applied its IVR Review methodology to the phone self-service experiences at 16 firms — four each of the largest airlines, banks, department stores, and MP3 player manufacturers. Among...

• Downloads: 630

For Customer Experience Professionals

Report:Best And Worst Of Cross-Channel Design, 2008

Forrester Applies Its Cross-Channel Review Methodology To 16 Major Firms

Forrester applied its Cross-Channel Review methodology to the experiences at 16 firms — four of the largest airlines, banks, department stores, and MP3 player manufacturers. While Delta...

• Downloads: 1277