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For Customer Experience Professionals

Best And Worst Of Website Experience, 2011

July 11, 2012

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  • By Adele Budovsky
  • with Richard Gans,
  • Ron Rogowski,
  • Belle Bocal

Why Read This Report

This report is an update to "Best And Worst Of Website User Experience, 2011" originally published on November 18, 2011. This report outlines how customer experience professionals can benchmark improvements in their digital customer experiences. It includes best practices in website user experiences uncovered using Forrester's Website User Experience Review methodology. You can use the data and practices in this report to understand the state of website user experiences and optimize your own digital improvement plans.

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Table of Contents

  • What Is The Current State Of Website User Experience?
  • Only One Site Passed Our Usability Test
  • Sites Struggle In All Four Categories Of Our Evaluation
  • Best Practices Exist Among The Problems

  • Deliver More Than "Good Enough" Experiences
  • Supplemental Material
  • Related Research Documents