Trends Report

Using Channel Satisfaction Data To Build The Business Case For eBusiness

May 26th, 2009
Carrie Johnson, Chief Product Officer
Carrie Johnson Chief Product Officer
With contributor:
Kate van Geldern

Summary

Forrester recently released a report showing the results of a survey of more than 4,500 US consumers and their level of satisfaction with Web, phone, and in-person interactions across 12 different industries. The report allows eBusiness and channel strategy professionals to benchmark customer satisfaction with the online channel against other channels, industries, and specific competitors. This data can help eBusiness professionals make the business case for greater investment in the online channel and for better multichannel integration.

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This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.