Trends Report

The Mobile Technology Vendor Online Customer Experience Index, 2008

B2B Customers Rate The Online Customer Experience Across Eight Firms

June 2nd, 2008
With contributors:
Bradford Holmes , Robert Muhlhausen

Summary

Forrester asked 503 North American and European IT and telecommunications executives about their interactions with a variety of mobile technology and services providers to gauge their online customer experience across three criteria — usefulness, usability, and enjoyability. Based on their responses, we calculated the Technology Vendor Online Customer Experience Index (CEI) for eight firms. Our findings indicate that mobile technology vendors have plenty of room for improvement in delivering a quality online experience.

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