For Customer Experience Professionals

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	May 13, 2009 How Satisfied Are German Consumers With Online Customer Experiences? by Jonathan Browne with Moira Dorsey, Joost van Kruijsdijk, Angela Beckers

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Executive Summary

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 highest satisfaction rate, while Nike trailed. German consumers were frustrated most by sites that didn't have the products they wanted or made it hard to find those products. Many German consumers also cited unclear pricing and slow sites as top frustrations. Customer experience professionals should evaluate their sites for known usability problems, research and create personas to help designers build experiences that match customers' expectations, and make the business case for customer experience improvements.

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