June 2, 2008

The Mobile Technology Vendor Online Customer Experience Index, 2008

B2B Customers Rate The Online Customer Experience Across Eight Firms

This is the second document in the "Technology Vendor Online Customer Experience Index, 2008" series.

by Alan E. Webber

with Bradford J. Holmes, Robert Muhlhausen

Executive Summary (This is a document excerpt)

Forrester asked 503 North American and European IT and telecommunications executives about their interactions with a variety of mobile technology and services providers to gauge their online customer experience across three criteria — usefulness, usability, and enjoyability. Based on their responses, we calculated the Technology Vendor Online Customer Experience Index (CEI) for eight firms. Our findings indicate that mobile technology vendors have plenty of room for improvement in delivering a quality online experience.

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