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  • Report The France Retail Customer Experience Index, 2018

    How French Retail Brands Earn Loyalty With The Quality Of Their Experience
    March 11, 2019 | Michelle Beeson, Alex Causey

    How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 15 French multichannel retailers and four French digital...

  • Report Cultural Bias In CX Studies: Real, But Not As Relevant As You Think

    Quantifying Cultural Bias In Customer Experience
    April 12, 2017 | Kyle Steinhouse

    Improving customer experience (CX) is a vital business priority. But for global brands, measuring and reporting CX can be tricky. Are intercountry differences in CX metrics due to cultural biases...

  • Report The France Customer Experience Index, 2016

    Repeat Winners Hold Steady As The Overall Quality Of CX Worsens In France
    November 14, 2016 | Joana de Quintanilha, Alex Causey

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in France as well as the leaders and laggards in the credit...

  • Report The Germany Customer Experience Index, 2016

    CX Quality In Germany Is OK, With No Individual Movers Or Shakers
    November 14, 2016 | Joana de Quintanilha, Alex Causey

    Which German brands create the most loyalty with their customers? This report applies Forrester's CX Index™ methodology to German brands to uncover how easy it is to do business with them, how...

  • Report The UK Customer Experience Index, 2016

    UK Brand Scores Reveal A Year Of Progress
    November 1, 2016 | Joana de Quintanilha, Alex Causey

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in the UK and the specific brands that you must beat to...

  • Report Personas Require Regular Updates

    Ensure Personas Accurately Reflect Customers' New Behaviors And Technologies
    August 15, 2011 | Jonathan Browne

    Personas are ideal tools to guide the design of products, channels, and messaging, but companies are concerned that they fail to keep track of evolving behaviors. Although customers' psychographics...

  • Report How Satisfied Are Italian Consumers With Online Customer Experiences?

    June 18, 2009 | Jonathan Browne

    We asked more than 2,000 Italian consumers how satisfied they were when using top Web sites in Italy. Most consumers were satisfied or very satisfied with their experiences. eBay led in...

  • Report How Satisfied Are Spanish Consumers With Online Customer Experiences?

    June 18, 2009 | Jonathan Browne

    We asked more than 1,700 Spanish consumers how satisfied they were with their experiences on top Spanish Web sites. The majority of consumers were satisfied or very satisfied. El Corte Inglés...

  • Report How Satisfied Are Swedish Consumers With Online Customer Experiences?

    May 27, 2009 | Jonathan Browne

    We asked more than 500 Swedish consumers how satisfied they were when using top Web sites in Sweden. The majority of consumers were satisfied or very satisfied with their experiences. Blocket...

  • Report How Satisfied Are Dutch Consumers With Online Customer Experiences?

    May 27, 2009 | Jonathan Browne

    We asked more than 1,000 Dutch consumers about their satisfaction with Dutch Web sites. The majority reported that they were satisfied or very satisfied with their experiences. Bol.com had the...

  • Report How Satisfied Are German Consumers With Online Customer Experiences?

    May 13, 2009 | Jonathan Browne

    We asked more than 3,300 German consumers how satisfied they were when using 13 top German Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Amazon had...

  • Report How Satisfied Are French Consumers With Online Customer Experiences?

    May 8, 2009 | Jonathan Browne

    We asked more than 2,500 French consumers how satisfied they were when using 15 top French Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Fnac had the...

  • Report How Satisfied Are UK Consumers With eCommerce Experiences?

    March 12, 2009 | Jonathan Browne

    Forrester asked nearly 3,000 UK consumers how satisfied they were when using 19 top UK eCommerce Web sites across two industries: retail and travel. On average, consumers were satisfied with their...

  • Report 2008 European Bank Secure Web Site Rankings

    Forrester Evaluates The Customer Experience On 11 Large Banks' Web Sites
    March 12, 2008 | Tim van Tongeren

    Are European banks frustrating or delighting their customers within their secure, online banking Web sites? To find out, we analyzed the Web sites of 11 major European banks using Forrester's...

  • Report Building Spanish Consumers' Trust In Travel Sites

    Forrester's Web Site Review Methodology Uncovers Usability Flaws That Undermine Trust
    February 26, 2008 | Marta Baigorri

    An evaluation of four leading Spanish travel sites — Vueling, Expedia, eDreams, and Atrapalo — shows a consistent failure to provide effective contextual help and information about security...

  • Report Most Europeans Only Consider A Few Firms When Buying Financial Products

    October 29, 2007 | Tim van Tongeren

    When buying financial products, the typical European financial buyer seriously considers just two firms. The number of firms that buyers consider varies a lot by product and country, with...

  • Report European Mobile Operators' Cross-Channel Experience, 2007

    We Apply Our Cross-Channel Review Methodology To Four Mobile Operators
    July 13, 2007 | Zayera Khan

    Consumers rate good customer service as one of the top three purchase decision criteria when choosing an operator. Forrester applied its Cross-Channel Review methodology to four leading mobile...

  • Report Building Better Online Brand Experiences

    How Do The Top 16 UK Brands Perform In Forrester's Web Site Brand Review?
    July 13, 2007 | Tim van Tongeren

    Firms spend millions of euros on building their brand through advertising, site design, and online branding. Our heuristic evaluation of 16 large brands in the UK, however, reveals that only one...

  • Report Senior European Visitors Have Specific Web Needs

    How Web Sites Can Address Their Needs
    June 13, 2007 | Zayera Khan, Joost van Kruijsdijk

    Europeans aged 55 or older are increasingly going online, but they see various barriers to making online purchases. Web sites that target seniors, especially in travel, health, and financial...

  • Report European Young Consumers Are Concerned About Online Security

    How Web Sites Should Address Young Consumers' Privacy Concerns
    May 3, 2007 | Zayera Khan

    Most European online young consumers have serious privacy, security, and safety concerns when using the Net. The younger they are, the less concerned they are about security when performing various...

  • Report Young Consumers Don't Just Wanna Have Fun Online

    What European Young Consumers Want From Web Sites
    March 1, 2007 | Zayera Khan

    Young consumers use the Net intensively, both to communicate and to entertain themselves. They have been online since they were 14, have high expectations, and little patience for sites that fail...

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