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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 Canada Customer Experience Index, 2016

    Canadian Company Scores Reveal A Year Of Stagnation
    September 29, 2016 | Rick Parrish

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

  • Report Utility And Emotion Drive Amazon's Global Appeal

    A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data
    November 13, 2015 | Anjali Lai

    Whether you're a retailer or not, you're competing with Amazon. The company's approach to customer service and fulfillment is powering impressive growth across the globe and raising consumer...

  • Report The China Customer Experience Index, 2015

    A Benchmark Of How Well Brands In China Use The Customer Experience To Create And Sustain Customer Loyalty
    August 24, 2015 | Ryan Hart

    For the first time, Forrester has applied the new Customer Experience Index (CX Index™) methodology to appraise how well companies in China are delivering customer experiences that create and...

  • Report The Unified Digital Customer Experience Imperative In India

    Complex Customer Engagement Mandates Unifying Digital Experiences
    February 19, 2015 | Nupur Singh Andley

    India boasts a growing digitally active population. Booming device usage means that digital users are increasingly adopting a multiscreen approach, often leveraging multiple devices to accomplish a...

  • Report Websites That Don't Support Customers Waste Millions

    August 21, 2012 | Megan Burns, Adele Sage

    This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...

  • Report How Customer Experience Professionals Can Use The Splinternet Engagement Index

    The Splinternet Engagement Index
    April 6, 2012 | Ron Rogowski

    This report, originally written for market insights professionals, includes content relevant to customer experience professionals. Here's why: Firms deliver experiences across an increasing array...

  • Report How Consumers Research, Buy, And Get Service, 2011

    March 16, 2011 | Adele Sage

    Forrester asked consumers about the channels they use when researching, buying, and getting customer service. In-store experiences were the most popular and the most satisfying across activities,...

  • Report Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

    November 10, 2010 | Elizabeth Boehm

    Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up....

  • Report How Satisfied Are US Consumers With Online Chat?

    August 3, 2010 | Adele Sage

    Companies are increasingly offering online chat as an interaction channel for customers and prospects. But how successful are those interactions? Of the 18% of consumers who have used chat, most...

  • Report How Satisfied Are US Consumers With Store-To-Web Shopping?

    May 17, 2010 | Adele Sage

    Only half of consumers are satisfied with their experiences when researching apparel/footwear/accessories, consumer electronics, and wireless products and services in a store and then purchasing on...

  • Report What Consumers Do When They Can't Complete A Goal In Their Channel Of Choice

    April 9, 2010 | Adele Sage

    Forrester asked US consumers what they did after their first channel of choice — either Web or phone — failed to provide the information they needed. Our data shows that among those who stayed with...

  • Report How Satisfied Are US Consumers With Web-To-Store Shopping?

    December 7, 2009 | Adele Sage

    Although single-channel interactions satisfy more than 70% of consumers, the results aren't so great when it comes to Web-to-store shopping. Less than two-thirds of consumers are satisfied when...

  • Report Who Wants Low Prices Or Good Customer Service?

    Examining Four Segments Of Consumers Across 12 Industries
    July 23, 2009 | Bruce D. Temkin

    In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of...

  • 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 The Experiences That Satisfy Consumers, 2009

    US Consumers Rate Firms' Web, Phone, And In-Person Interactions
    April 14, 2009 | Bruce D. Temkin

    How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12...

  • 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 Customer Experience Index 2008 Snapshot: Retail

    Barnes & Noble, Borders, And Amazon Lead Solid Results For Retailers
    February 27, 2009 | Bruce D. Temkin

    Forrester asked nearly 4,600 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer...

  • Report Cross-Channel Design, One Channel Pair At A Time

    Simplify Your Approach By Focusing On Pairs Of Channels
    January 21, 2009 | Adele Sage

    Consumers are moving from channel to channel, but they're not satisfied with the experiences. Since fixing broken cross-channel experiences can be overwhelming, firms should focus on improving...

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