| Name of survey: | North American Technographics® Customer Experience Online Survey, Q4 2009 (US) |
|---|---|
| Product: | North American Consumer Technographics |
| Date of survey: | October 2009 |
| Region: | United States |
| Respondents: | 4,653 |
Forrester conducted an online survey fielded in October 2009 of 4,653 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 4,653), there is 95% confidence that the results have a statistical precision of plus or minus 1.4% of what they would be if the entire population of US online individuals ages 18 and older had been surveyed. Forrester weighted the data by age, gender, income, broadband adoption, and region to demographically represent the adult US online population. The survey sample size, when weighted, was 4,623. (Note: Weighted sample sizes can be different from the actual number of respondents to account for individuals generally underrepresented in online panels.) Please note that this was an online survey. Respondents who participate in online surveys have in general more experience with the Internet and feel more comfortable transacting online. The data are weighted to be representative for the total online population on the weighting targets mentioned, but this sample bias may produce results that differ from Forrester’s offline benchmark survey. The sample was drawn from members of MarketTools’ online panel, and respondents were motivated by receiving points that could be redeemed for a reward. The sample provided by MarketTools is not a random sample. While individuals have been randomly sampled from MarketTools’ panel for this particular survey, they have previously chosen to take part in the MarketTools online panel.
Survey Instruments:
North American Technographics Customer Experience Online Survey, Q4 2009 (US) - Survey Instrument
The documents and figures below summarize the findings from this research
How Companies Improve Their Customer Experience Index Scores
Paul Hagen, June 2010
Technographics® Survey Highlights: US Consumers' Perceptions Of Price Versus Quality
Nick Squires, February 2010
Customer Experience Index 2010: Retail
Bruce D. Temkin, January 2010
Customer Experience Index 2010: Banks
Bruce D. Temkin, January 2010
It's Time To Give Virtual Agents Another Look
Diane Clarkson, December 2009