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For Customer Experience Professionals

Best And Worst Of UK Brand Building Web Sites, 2009: Mobile Operators

Forrester Applies Its Web Site Brand Review Methodology To The Sites Of Four Top UK Mobile Operators

November 30, 2009

By Jonathan Browne with Ron Rogowski II, Angela Beckers

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Why Read This Report

How good is the overall brand experience offered by leading mobile operators' Web sites in the UK in 2009? To find out, we graded the sites of four top UK mobile operator sites using Forrester's Web Site Brand Review methodology. Our tests measure how well sites cater to user needs (Brand Action) and how well they infuse their Brand Image into the Web experience. Two of the four mobile operator sites we reviewed passed the Brand Image Review, but none passed our Brand Action Review. To meet their customers' needs, mobile operators should help users find the right phone and plan to suit their needs, use legible text, and incorporate helpful images that support their brands.
Tags: Best of the Web, Brand & Product Web Sites, Consumer Electronics & Technology, Customer Experience Management, Expert Reviews, Interactive Marketing Strategy and Process, Mobile Services, Telecommunication Services, Web Design & Usability
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TABLE OF CONTENTS

  • Mobile Operators Struggle To Provide Good Brand Experiences

  • RECOMMENDATIONS

    Mobile Operators Must Improve Usability
  • Supplemental Material
  • Related Research Documents
 
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