Forrester

For Customer Experience Professionals

Report:Better Customer Experience Correlates To Higher Net Promoter Scores

Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience

Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...

• Downloads: 528
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For Customer Experience Professionals

Report:Case Study: Philips Uses eLearning To Communicate The Benefits Of Net Promoter

Partnership With Jellyvision Lab Leads To An Engaging Training Module

One of the challenges that market insights professionals struggle with is the communication of research results across the organization. The Customer Experience and NPS team at Philips was tasked...

• Downloads: 256
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For Customer Experience Professionals

Report:The Four Essentials Of Effective Web Site Intercept Surveys

How To Make Getting Visitor Feedback A Positive Customer Experience

Web site intercept surveys are a popular tool for finding problems with the online experience. But a poorly designed site intercept survey can hurt more than it helps by providing misleading insights...

• Downloads: 564

For Customer Experience Professionals

Client Inquiry:Web Survey Vendors

Inquiry after reading Forrester's June 21, 2010, "The Four Essentials Of Effective Website Intercept Surveys report." We currently measure on-site satisfaction through a web survey vendor, but we...

For Application Development & Delivery Professionals

Report:TechRadar™ For AD&D Pros: The Extended CRM Technology Ecosystem, Q1 2013

Landscape: The CRM Playbook

Locking in customer loyalty through deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead, but navigating the...

• Downloads: 447
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For Infrastructure & Operations Professionals

Client Inquiry:Service Desk Customer Satisfaction

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For Customer Experience Professionals

Report:Facing A CSAT Crisis? Use Forrester's ALARM Research Methodology

Process For Market Insights Professionals To Quickly Identify Drivers Of And Solutions To Customer Satisfaction And Sales Issues

Market insights professionals often get confronted with requests for immediate insights when things don't go as planned with customers. This can be something like declining Net Promoter or...

• Downloads: 175

For Customer Experience Professionals

Tool:Channel Preferences For Researching, Buying, And Getting Service

For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Omnibus Online Survey, Q4 2010 (US)

Forrester conducted an online survey fielded in December 2010 of 5,020 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 5,020), there is 95% confidence...

For CIO Professionals

Tool:Two Factors Define Four Distinct Workforce Segments

For Customer Experience Professionals

Report:Executive Q&A: Net Promoter For Customer Experience Professionals

Since its introduction in 2003, Net Promoter has garnered significant attention as a tool to measure and improve customer loyalty. Many customer experience professionals want to know how — or...

• Downloads: 644

For Customer Experience Professionals

Tool:Best Practices Across Four Essentials Of Effective Site Intercept Surveys

For CIO Professionals

Tool:Two Factors Define Four Distinct Workforce Segments

For Customer Experience Professionals

Report:How Consumers Complain About Poor Service

Time To Get Serious About Social Voice Of The Customer

Most consumers have gotten poor service at some point in the past year. Among that group, the vast majority told friends or family about their disappointing experiences. To understand the causes of...

• Downloads: 868

For Customer Experience Professionals

Report:The Forrester Wave™: EFM Satisfaction And Loyalty Solutions, Q3 2011

Medallia And MarketTools Lead With Strong Performers Close Behind

In Forrester's 76-criteria evaluation of enterprise feedback management (EFM) satisfaction and loyalty solutions, we found that Medallia and MarketTools led the pack with comprehensive software...

• Downloads: 776

For Business Process Professionals

Client Inquiry:Which Vendors Should Be On A Shortlist For A New Employee Survey Tool?

We are compiling a vendor shortlist of both software and SaaS solutions to replace our current survey tool, which HR uses for an annual and bi-monthly company survey. To date, we have been running a...

For Customer Experience Professionals

Report:Executive Q&A: Customer Experience Measurement

To measure customer experience (CX), firms need a framework that tells them not only how good their customers' experiences are but also how to improve them and what benefits to expect from doing so....

• Downloads: 412
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For Customer Experience Professionals

Client Inquiry:Can You Provide A List Of Online Survey Solution Providers?

We currently use the Key Survey tool and internal resources to monitor website satisfaction. This process has been in place since 2006 with little change. We are considering outsourcing this process...

For Customer Experience Professionals

Client Inquiry:How Do The CX And MI Roles Differ In Their Approach To Enterprise Feedback Management?

What are the differences in the approaches to enterprise feedback management (EFM) for the customer experience (CX) role versus the market insights (MI) role?

For Customer Experience Professionals

Tool:Consumers Still Use Traditional Channels Most For Feedback And Complaints

For Customer Experience Professionals

Report:Better Customer Experience Correlates To Higher Net Promoter Scores For Banks And Retailers

Investments in customer experience improvements are likely to drive a higher Net Promoter Score (NPS). Forrester tested the strength of the correlation between customer experience quality — as...

• Downloads: 843

For CIO Professionals

Report:Learning From IT Satisfaction Surveys

Measure Expectations As Well As Satisfaction

Although spending on IT may be up a bit from past years, there is by no means any money to waste. CIOs must carefully prioritize initiatives and allocate scarce monetary and human resources to...

• Downloads: 513

For Customer Experience Professionals

Report:An Overview Of Enterprise Feedback Management Vendors And Their Capabilities

The Technology Tool That Will Help Market Insights Professionals Bring The Research Data Streams Within The Organization Together

Companies are in a unique position today: They have an unprecedented ability to collect information about their customers through various channels. However, what has arisen from what one would...

• Downloads: 641

For Customer Experience Professionals

Client Inquiry:An Overview Of The Online Customer Satisfaction Measurement Company ForeSee

We are interested in learning more about the customer satisfaction measurement tools ForeSee provides. Please answer the following questions: 1) Could you provide an overview of what ForeSee does; 2)...

For Customer Experience Professionals

Client Inquiry:Measuring In-Store Customer Experience

How do companies measure customers' experience after visiting a retail store? What methods do companies use to identify, contact, and survey customers after they have interacted with staff in a...