How Much Will Your Web Site Metrics Improve?
October 10, 2008
Why Read This Report
To help customer experience professionals estimate how far their Web site metrics are likely to move as a result of improvements in the customer experience, we aggregated data on the impact of more than 80 site improvement projects. Our research shows that most projects produce moderate benefits. However, fixing sites that underperform significantly can yield dramatic improvement. Also, most customer experience projects produce lift in multiple metrics simultaneously, so the compound effect on business success can be large even if no one metric changes dramatically on its own. 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.
Already a Client?
Log in to read this document.
Become a Forrester Client
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
Table of Contents
- Dramatic Success Stories Prove That Customer Experience Matters
- How Much Benefit Can
- Most Sites Get Better A Little At A Time
- Use Past Results To Estimate Future Success
- Supplemental Material
- Related Research Documents
Europe 2010: How Much Will Your Web Site Metrics Improve?
November 4, 2010 | Adele Budovsky
The ROI Of UK Web Redesigns Made Simple
February 8, 2011 | Adele Budovsky
Europe 2010: Fixing Known Usability Problems Pays Off
November 12, 2010 | Adele Budovsky