The Right Website Experience Success Metrics
June 20, 2012
Why Read This Report
This report is an update to "What Are The Right Web Customer Experience Success Metrics?" originally published on July 20, 2011. Good website customer experience metrics fulfill two purposes: tracking site experience quality and pointing to opportunities for improvement. This report outlines how customer experience professionals can manage and optimize the performance of their digital customer experience improvement projects. It outlines the three types of metrics customer experience pros need to support their efforts: measures of how customers perceive their visits to the site, events that signal potential problems even if customers don't complain, and data about what customers do after the visit that can help show how experience quality affects future business. It also provides a worksheet where you can take stock of your existing metrics and — if necessary — close any gaps in your measurement system.
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
The Retail eCommerce Metrics That Matter
March 3, 2016 | Sucharita Mulpuru