Forrester

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: 1768
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For Customer Experience Professionals

Report:How Customer Experience Professionals Can Use The Splinternet Engagement Index

The Splinternet Engagement Index

This report, originally written for market insights professionals, includes content relevant to customer experience professionals. Here's why: Firms deliver experiences across an increasing array of...

• Downloads: 281

For Customer Experience Professionals

Report:Lessons Learned From 1,500 Website User Experience Reviews

Since 1999, Forrester has used its Website User Experience Review methodology to evaluate the user experience of 1,500 websites spanning business-to-consumer (B2C) and business-to-business (B2B)...

• Downloads: 1391
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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:Case Study: Regence Uses Chat To Boost Customer Satisfaction

What Customer Experience Professionals At Other Firms Can Learn

Health insurers need to improve customer experience to gain customers' trust and boost engagement. While most insurers focus on self-service in isolation, Regence BlueCross BlueShield decided to...

• Downloads: 479

For Customer Experience Professionals

Report:Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up. This...

• Downloads: 287

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:How Satisfied Are US Consumers With Store-To-Web Shopping?

Only half of consumers are satisfied with their experiences when researching apparel/footwear/accessories, consumer electronics, and wireless products and services in a store and then purchasing on...

• Downloads: 693

For Customer Experience Professionals

Report:Undo Functionality Best Practices

Today's leading sites offer a number of best practices for letting users reverse completed actions and previous selections, jump between steps, and understand which steps are final. Customer...

• Downloads: 259

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:How Satisfied Are US Consumers With Web-To-Store Shopping?

Although single-channel interactions satisfy more than 70% of consumers, the results aren't so great when it comes to Web-to-store shopping. Less than two-thirds of consumers are satisfied when...

• Downloads: 672

For Customer Experience Professionals

Report:Who Wants Low Prices Or Good Customer Service?

Examining Four Segments Of Consumers Across 12 Industries

In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of...

• Downloads: 610

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 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 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 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:What Consumers Want From Automotive Web Sites In 2009

Forrester recently asked more than 4,500 consumers why they visit auto manufacturer sites. While most site visitors come to perform basic research activities, users expect to find less-trafficked...

• Downloads: 745

For Customer Experience Professionals

Report:The Experiences That Satisfy Consumers, 2009

US Consumers Rate Firms' Web, Phone, And In-Person Interactions

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...

• Downloads: 1317

For Customer Experience Professionals

Report:Best And Worst Of B2C Site Design, 2009

Forrester Applies Its Web Site Review Methodology To 16 Major Firms

Forrester applied its Web Site Review methodology to the site experiences at 16 firms — four each of the largest auto insurers, discount retailers, footwear manufacturers, and online travel...

• Downloads: 1311

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:Best And Worst Of Cross-Channel Design, 2009

Forrester Applies Its Cross-Channel Review Methodology To 16 Major Firms

Forrester applied its Cross-Channel Review methodology to the experiences at 16 firms — four of the largest auto insurers, discount retailers, footwear manufacturers, and online travel...

• Downloads: 1383

For Customer Experience Professionals

Report:Web Site Layouts That Build Brands

Web site layouts help companies build brands by focusing attention on the content and function users need most and creating visual continuity across channels. While many firms struggle to craft brand...

• Downloads: 919

For Customer Experience Professionals

Report:Customer Experience Index 2008 Snapshot: Retail

Barnes & Noble, Borders, And Amazon Lead Solid Results For Retailers

Forrester asked nearly 4,600 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer...

• Downloads: 600