Forrester

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: 878

For Customer Experience Professionals

Report:Websites That Don't Support Customers Waste Millions

Business Case: The Digital Customer Experience Improvement Playbook

This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...

• Downloads: 1772
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For Customer Experience Professionals

Report:How Consumers Research, Buy, And Get Service, 2011

Forrester asked consumers about the channels they use when researching, buying, and getting customer service. In-store experiences were the most popular and the most satisfying across activities,...

• Downloads: 887

For Customer Experience Professionals

Report:How Satisfied Are US Consumers With Online Chat?

Companies are increasingly offering online chat as an interaction channel for customers and prospects. But how successful are those interactions? Of the 18% of consumers who have used chat, most are...

• Downloads: 525

For Customer Experience Professionals

Report:Web-Phone User Experience 2010: PC Laptop Manufacturers

Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms

Forrester applied its Web-Phone User Experience Review methodology to the experiences at four large PC laptop manufacturers: Apple, Dell, HP, and Toshiba. The results: Apple came out ahead, but the...

• Downloads: 250

For Customer Experience Professionals

Report:What Consumers Do When They Can't Complete A Goal In Their Channel Of Choice

Forrester asked US consumers what they did after their first channel of choice — either Web or phone — failed to provide the information they needed. Our data shows that among those who...

• Downloads: 667

For Customer Experience Professionals

Report:Web-Phone User Experience 2010: Discount Retailers

Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms

Forrester applied its Web-Phone User Experience Review methodology to the experiences at the four largest discount retailers in the US: Costco, Kmart, Target, and Wal-Mart. The results: Target led...

• Downloads: 298
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For Customer Experience Professionals

Report:Scorecard: Web-Email User Experience Review 8.0

This is the working scorecard for Forrester's Web-Email User Experience Review methodology, version 8.0.

• Downloads: 9

For Customer Experience Professionals

Report:Scorecard: Web-Phone User Experience Review 8.0

This is the working scorecard for Forrester's Web-Phone User Experience Review, version 8.0. It evaluates single-channel experiences on the Web site, in the IVR system, and with a phone agent, and...

• Downloads: 10

For Customer Experience Professionals

Report:Footwear Manufacturers' Cross-Channel Experience, 2009

An Industry Look At This Year's Best And Worst Of Cross-Channel Design

As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large footwear manufacturers — adidas, New Balance, Nike, and Puma. Overall, the footwear...

• Downloads: 319

For Customer Experience Professionals

Report:Small IVR Investments That Pay Off

With low phone self-service satisfaction rates, there's lots of room to improve IVR systems. Our research uncovered five low-cost techniques that improve routing, boost containment rates, increase...

• Downloads: 579

For Customer Experience Professionals

Report:Best And Worst Of Phone Self-Service Design, 2009

Forrester Applies Its IVR Review Methodology To 16 Major Firms

Forrester applied its IVR Review methodology to the phone self-service experiences at 16 US firms — four each of the largest auto insurers, discount retailers, footwear manufacturers, and...

• Downloads: 724

For Customer Experience Professionals

Report:Best And Worst Of Email Interaction Design, 2008

Forrester Applies Its Email Interaction Review Methodology To 16 Major Firms

Forrester applied its Email Interaction Review to the email interactions of 16 firms: four each of the largest airlines, banks, department stores, and MP3 player manufacturers. None of the 13...

• Downloads: 626

For Customer Experience Professionals

Report:Best And Worst Of Phone Self-Service Design, 2008

Forrester Applies Its IVR Review Methodology To 16 Major Firms

Forrester applied its IVR Review methodology to the phone self-service experiences at 16 firms — four each of the largest airlines, banks, department stores, and MP3 player manufacturers. Among...

• Downloads: 630

For Customer Experience Professionals

Report:Executive Q&A: Click-To-Chat Interaction Reviews

Click-to-chat reviews uncover flaws that prevent users from accomplishing key goals by chatting with agents. To get the most out of the click-to-chat interaction review, site owners should identify...

• Downloads: 500

For Customer Experience Professionals

Report:Click-To-Chat Interaction Review Scorecard

This is the working scorecard for Forrester's Click-To-Chat Review methodology.

• Downloads: 2