April 14, 2009
The Experiences That Satisfy Consumers, 2009
US Consumers Rate Firms' Web, Phone, And In-Person Interactions
with William Chu, Steven Geller, Angela Beckers
Executive Summary (This is a document excerpt)
How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12 different industries. It turns out that Web interactions have the highest satisfaction levels in five of the industries. But there are differences across industries, companies, and consumers. Banks and credit card issuers provide the best Web experiences; USAA, a credit union, and Amazon.com come out on top when it comes to phone interactions; and Gen Yers are often the least satisfied with all types of interactions. Given these results, companies should use Scenario Design to improve their interactions.
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recommendations
| As part of an online survey in Q4 2008, Forrester asked more than 4,500 US consumers about their interactions with airlines, banks, cell phone service providers, credit card providers, hotels, insurance firms, Internet service providers, investment firms, medical insurance companies, PC manufacturers, retailers, and TV service providers. Related Research Documents
February 17, 2009
September 17, 2008
February 11, 2008 |
Satisfaction With Web, Phone, And In-Person Interactions Is Low 
How Consumers Rate Web Experiences Original air date: Friday, October 16, 2009
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Ratings and Comments
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  out of 10based on 2 ratings across all roles. |
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