For Customer Experience Professionals

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	March 17, 2005 Best And Worst Of Japanese Site Design, 2005 Forrester Applies Its Review Methodology To 16 Major Japanese Web Sites by Ron Rogowski with Harley Manning, Elizabeth Backer

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Executive Summary

Using its recently updated Web Site Review methodology, Forrester evaluated the customer experience of 16 major Japanese sites — four each in the automotive, computer hardware, media, and travel industries. No site received a passing grade. Media sites performed the best, just outpacing travel sites, while automotive sites fared worst. To improve experiences for their online customers, firms need to adopt a service mentality that is appropriate for the medium, doesn't tolerate defects, and focuses on user behavior.

TABLE OF CONTENTS

• How Usable Are Japanese Sites in 2005?
• Japanese Sites Do Exhibit Some Best Practices

RECOMMENDATIONS

• View Sites As Customer Service Centers
• Supplemental Material
• Related Research Documents

This is an excerpt

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