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For Customer Experience Professionals

Best And Worst Of UK Retailer Privacy Policies

Minor, Low-Cost Changes Can Boost Trust

January 23, 2009

By Ron Rogowski with James Wawne, Steven Geller

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Why Read This Report

Consumers worry about the privacy and security of their information when transacting online. But how well do leading companies perform at making their privacy and security policies (PSPs) known to their customers? To find out, Forrester reviewed the top 15 UK retailers' sites. The results showed that only one site provided links to clearly written polices immediately where users were asked to input personal information. Customer experience professionals can earn user trust with virtually no associated cost by providing visible hyperlinks to, and short summaries of, privacy and security policies wherever users are required to input personal information.
Tags: Best of the Web, Brand & Product Web Sites, Consumer Electronics & Technology, Consumer Retail & CPG, Customer Experience Management, Expert Reviews, Interactive Marketing Strategy and Process, Privacy, Retail, Security Operations, Security Program Governance, Security, Risk and Compliance, Web Design & Usability
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TABLE OF CONTENTS

  • Web Users Worry About Privacy And Security
  • How Well Do The UK's Top 15 Online Retailers Perform At Presenting PSPs?
  • Best Practices For Presenting And Displaying PSPs

  • RECOMMENDATIONS

    Build Trust With Highly Visible Privacy And Security Policies
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