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For Customer Experience Professionals

Europe 2010: How Much Will Your Web Site Metrics Improve?

November 4, 2010

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Authors

  • By Adele Budovsky
  • with Angela Beckers,
  • Megan Burns,
  • Moira Dorsey,
  • Shelby Catino

Why Read This Report

To help customer experience professionals estimate how far their Web site metrics are likely to advance as a result of improvements in the customer experience, we aggregated data on the impact of 60 site improvement projects across Europe. Our research shows that projects can produce significant benefits. Also, certain customer experience projects have the potential to produce lift in multiple metrics simultaneously. Customer experience professionals should use the data in this report to estimate: 1) which metrics are likely to move as a result of changes they want to make to their site; 2) how far those metrics are likely to move given what other firms have achieved in the past; and 3) how much financial benefit the change in metrics will produce for the firm.

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  • Ranges Of Improvement In Common Site Metrics Due To A Better Customer Experience
  • Most Changes Result In A Significant Lift In Web Site Metrics

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