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For Customer Experience Professionals

The Best And Worst Of Australian Retail Website Experiences, 2015

June 10, 2015

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Why Read This Report

Forrester has been evaluating website user experiences since 1999, completing more than 1,500 site reviews to date. This year, for the first time, we turned our attention to Australian websites — specifically, the sites of some of the country's major retailers. The retailers included in this review operate in two of the largest retail segments: grocery and department stores; combined, they account for approximately 30% of Australia's A$241 billion retail sector. This report uses Forrester's Website User Experience Review methodology to benchmark the online customer experiences these sites offer. Customer experience professionals can leverage this methodology to benchmark and ultimately optimize the experiences they offer on their own digital platforms.

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Table of Contents

  • How Good Are Australian Retail's Website Experiences In 2015?
  • The User Experience Of Reviewed Sites Ranged From Poor To Horrible
  • Sites Struggled In All Four Categories Of Our Review
  • There Are A Few Best Practices Scattered Among The Problems

  • It's Time To Get Serious About eCommerce
  • Supplemental Material
  • Related Research Documents