Forrester

For Customer Experience Professionals

Report:Personas Require Regular Updates

Ensure Personas Accurately Reflect Customers' New Behaviors And Technologies

Personas are ideal tools to guide the design of products, channels, and messaging, but companies are concerned that they fail to keep track of evolving behaviors. Although customers' psychographics...

• Downloads: 446

For Customer Experience Professionals

Report:How Satisfied Are Italian Consumers With Online Customer Experiences?

We asked more than 2,000 Italian consumers how satisfied they were when using top Web sites in Italy. Most consumers were satisfied or very satisfied with their experiences. eBay led in satisfaction...

• Downloads: 180

For Customer Experience Professionals

Report:How Satisfied Are Spanish Consumers With Online Customer Experiences?

We asked more than 1,700 Spanish consumers how satisfied they were with their experiences on top Spanish Web sites. The majority of consumers were satisfied or very satisfied. El Corte Inglés...

• Downloads: 225

For Customer Experience Professionals

Report:How Satisfied Are Swedish Consumers With Online Customer Experiences?

We asked more than 500 Swedish consumers how satisfied they were when using top Web sites in Sweden. The majority of consumers were satisfied or very satisfied with their experiences. Blocket...

• Downloads: 141

For Customer Experience Professionals

Report:How Satisfied Are Dutch Consumers With Online Customer Experiences?

We asked more than 1,000 Dutch consumers about their satisfaction with Dutch Web sites. The majority reported that they were satisfied or very satisfied with their experiences. Bol.com had the...

• Downloads: 206

For Customer Experience Professionals

Report:How Satisfied Are German Consumers With Online Customer Experiences?

We asked more than 3,300 German consumers how satisfied they were when using 13 top German Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Amazon had the...

• Downloads: 289

For Customer Experience Professionals

Report:How Satisfied Are French Consumers With Online Customer Experiences?

We asked more than 2,500 French consumers how satisfied they were when using 15 top French Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Fnac had the...

• Downloads: 230

For Customer Experience Professionals

Report:How Satisfied Are UK Consumers With eCommerce Experiences?

Forrester asked nearly 3,000 UK consumers how satisfied they were when using 19 top UK eCommerce Web sites across two industries: retail and travel. On average, consumers were satisfied with their...

• Downloads: 399

For Customer Experience Professionals

Report:How Japanese Consumers Use The Mobile Internet

The mobile phone market in Japan is saturated: 96% of online consumers already own mobile phones, many of which offer Internet access and advanced capabilities. Although both men and women are avid...

• Downloads: 617