Forrester

For Customer Experience Professionals

Report:Online Experience: A Global Comparison

The State Of The Web In The US, Japan, And Europe

Forrester's 2007 reviews of Web sites in Japan, Europe, and the US show a vast majority of sites in all regions to be deeply flawed. On average, US sites offer better customer experience than their...

• Downloads: 868

For Customer Experience Professionals

Report:How Japanese Consumers Use The Mobile Internet

The mobile phone market in Japan is saturated: 96% of online consumers already own mobile phones, many of which offer Internet access and advanced capabilities. Although both men and women are avid...

• Downloads: 617

For Customer Experience Professionals

Report:Personas Require Regular Updates

Ensure Personas Accurately Reflect Customers' New Behaviors And Technologies

Personas are ideal tools to guide the design of products, channels, and messaging, but companies are concerned that they fail to keep track of evolving behaviors. Although customers' psychographics...

• Downloads: 444

For Customer Experience Professionals

Report:Japanese Companies Put Mobile Phones At The Center Of Multichannel Experiences

The mobile phone is an essential part of Japanese consumers' lives that goes beyond voice and email capabilities. Japanese companies drive traffic to phones from offline media and PC Web sites,...

• Downloads: 393

For Customer Experience Professionals

Report:The State Of Japanese Banking Site Design, 2007

The Top Three Problems With Japanese Bank Web Sites

As part of a study that evaluated 12 major Japanese sites, Forrester recently used its Web Site Review methodology to evaluate the user experience at the Web sites of four major banks: Mizuho Bank,...

• Downloads: 362

For Customer Experience Professionals

Report:How Satisfied Are UK Consumers With eCommerce Experiences?

Forrester asked nearly 3,000 UK consumers how satisfied they were when using 19 top UK eCommerce Web sites across two industries: retail and travel. On average, consumers were satisfied with their...

• Downloads: 397

For Customer Experience Professionals

Report:Giffgaff Manages Its Community To Deliver A Great Customer Experience

Social Media Management Gives Control To Members And Builds The Brand

Giffgaff, a low-cost mobile virtual network operator, uses an online community for customer support, sales and marketing, as well as product development functions. To ensure a positive customer...

• Downloads: 382

For Customer Experience Professionals

Report:How Japanese Companies Guide Their Customers To Mobile Internet Experiences

Firms Use Embedded Device Capabilities To Improve Mobile Internet Usability

Leading Japanese companies are changing the way users access mobile Internet content by using unique mobile device capabilities that directly connect the physical world to the mobile Internet...

• Downloads: 359

For Customer Experience Professionals

Report:Japan's Mobile Social Networks Need Some Usability Tweaks

Forrester Evaluated Mixi Mobile And Mobage-town

To find out how easy it was to register for Japan's mobile social networking services (SNSes), Forrester applied an abridged version of its Web Site Review methodology to the site experiences at...

• Downloads: 260

For Customer Experience Professionals

Report:How Satisfied Are German Consumers With Online Customer Experiences?

We asked more than 3,300 German consumers how satisfied they were when using 13 top German Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Amazon had the...

• Downloads: 287

For Customer Experience Professionals

Report:How Satisfied Are French Consumers With Online Customer Experiences?

We asked more than 2,500 French consumers how satisfied they were when using 15 top French Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Fnac had the...

• Downloads: 228

For Customer Experience Professionals

Report:How Satisfied Are Spanish Consumers With Online Customer Experiences?

We asked more than 1,700 Spanish consumers how satisfied they were with their experiences on top Spanish Web sites. The majority of consumers were satisfied or very satisfied. El Corte Inglés...

• Downloads: 224

For Customer Experience Professionals

Report:How Satisfied Are Dutch Consumers With Online Customer Experiences?

We asked more than 1,000 Dutch consumers about their satisfaction with Dutch Web sites. The majority reported that they were satisfied or very satisfied with their experiences. Bol.com had the...

• Downloads: 205

For Customer Experience Professionals

Report:Best And Worst Of Japanese Site Design, 2007

Forrester Applies Its Web Site Review Methodology To 12 Major Japanese Firms

Using our recently updated Web Site Review methodology, Forrester evaluated the Web site customer experience of 12 major Japanese firms — four each in the automotive, banking, and consumer...

• Downloads: 114

For Customer Experience Professionals

Report:How Satisfied Are Italian Consumers With Online Customer Experiences?

We asked more than 2,000 Italian consumers how satisfied they were when using top Web sites in Italy. Most consumers were satisfied or very satisfied with their experiences. eBay led in satisfaction...

• Downloads: 179

For Customer Experience Professionals

Report:How Satisfied Are Swedish Consumers With Online Customer Experiences?

We asked more than 500 Swedish consumers how satisfied they were when using top Web sites in Sweden. The majority of consumers were satisfied or very satisfied with their experiences. Blocket...

• Downloads: 140

For Customer Experience Professionals

Report:RIM Faces An Uphill Battle For Mainstream Enterprise Mobility In Japan

Entrenched Behaviors Will Relegate BlackBerry To A Niche Market

Canada's Research In Motion (RIM) entered the nascent Japanese enterprise mobility market in September 2006, when it began to offer the BlackBerry through a single carrier partner, NTT DoCoMo....

• Downloads: 101