Customer Experience Reviews
Uncover the true strengths — and hidden weaknesses — of your Web site, kiosk, phone system, or cross-channel experience
Forrester analysts have completed well over 1,000 Reviews of customer touchpoints, generating action-oriented, prioritized recommendations for clients. Whether your goal is to improve your customers' experience or conduct competitive benchmarking, Forrester analysts will work with you to define deliverables and project scope.
You benefit from:
- Forrester's proven methodology for evaluating how customers interact with your firm.
- Specific, detailed areas where you can improve customers' interactions.
- Action-oriented guidance as you implement recommendations.
We conduct the following Reviews:
ReviewWeb Site ReviewWhen visitors to your site effectively and efficiently accomplish their goals, that means success for your company. Forrester's evaluation methodology measures how well your users can accomplish their goals and how this affects your business objectives. |
ReviewCross-Channel ReviewForrester's Cross-Channel Review delivers an expert evaluation of the experience your firm provides customers across multiple interaction channels. Based on your target customers and their goals, a Forrester analyst uses more than 50 criteria to review your company's customer channels — and how smoothly you escalate customers from one channel to another. |
ReviewKiosk ReviewForrester's Kiosk Review gives your organization a comprehensive understanding of the kiosk user experience by examining the environment in addition to the technology itself. Detailed Review from Forrester analysts pinpoint where and how to make improvements that will help you convert more consumers into regular users. |
ReviewPhone Self-Service (IVR) ReviewForrester's IVR Review uncovers the interface design flaws that prevent customers from completing their goals through phone self-service. Armed with this critical information, you and your team can focus on making interface improvements that deliver business results like higher automation rates, improved customer satisfaction, and greater return for your efforts. |
Learn more about Forrester Customer Experience:
How We Helped Macromedia
In early 2003, Macromedia undertook a redesign of its site. Beforehand, Forrester had found 11 points of failure on the site, including weak legibility, inconsistency, poor use of space, and inadequate search — specific failures that the design team targeted for eradication. Our analysts reviewed design iterations to ensure that they were on track to fix these problems.
The result? An evaluation of the new site came in at the highest overall score we've ever measured. Most important, units sold per visit increased by 67%, and overall store conversion increased by 297%.
Read Macromedia.com: A Redesign Done Right
The result? An evaluation of the new site came in at the highest overall score we've ever measured. Most important, units sold per visit increased by 67%, and overall store conversion increased by 297%.
Read Macromedia.com: A Redesign Done Right |
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Contact Us
For more information on our Customer Experience Reviews, please contact:
consulting@forrester.com |
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