The Experiences That Satisfy Consumers
US Consumers Rate Firms' Web, Phone, And Store Interactions
February 11, 2008
Why Read This Report
We asked nearly 5,000 US consumers about their satisfaction with Web, phone, and in-person experiences across nine different industries: banks, credit card providers, health plans, insurance firms, Internet service providers, investment firms, retailers, TV service providers, and wireless carriers. On average, credit card issuers and investment firms had the best Web ratings, investment firms had the best phone ratings, and retailers had the best in-person ratings. When looking at individual companies, USAA stands out on the Web, The Hartford Financial Services Group stands out on the phone, and Citizens Bank stands out in person. Companies looking to improve their experiences in any channel should focus on the three questions of Scenario Design: Who are your users? What are their goals? And how can you help them achieve those goals?
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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.
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