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Tag Archives: E-commerce
Showrooming: Browsing Fees? Really?
So…when did window shopping become a crime punishable by a fine? I’m happy to pay a cover charge at the corner bar to experience a good local band, or at a museum to experience fine art. But to pay $5 just to enter my local grocery or electronics store is where I draw the line. Unfortunately, that is what some business owners are charging people as they enter their stores. Apparently this “just looking,” or browsing, fee will theoretically combat showrooming – when customers come to the store (the “showroom”) to look at the merchandise in person but then shop … Continue reading
Customer Satisfaction with E-Commerce Continues to Rise
Download ForeSee’s annual ACSI Annual E-Commerce Report here. E-commerce continues to be one of the highest-scoring sectors in all of American Customer Satisfaction Index (ACSI). And as e-commerce in the United States continues to increase exponentially every year so does the competition between companies trying to capture their share of the market. And this is great for the consumer as competition often results in better prices, more innovation, and higher customer satisfaction. Customer satisfaction with the e-commerce sector climbs again in 2012, scoring 81.1 on ACSI’s 100-point scale from 80.1 in 2011. The e-commerce measure is comprised of three online … Continue reading
Daily Deals Can Provide Value to Merchants
Although daily deal companies such as Groupon and Living Social are popular with consumers, their business model and even the validity of the deals they offer have come under a certain amount of attack lately from some retailers and industry analysts. This interesting dynamic of consumer acceptance vs. industry scrutiny urged us to study daily deals a little more closely. The resulting research and analysis is available for free download on our website here – but here’s a quick summary. What we discovered was while overall deal subscriptions dipped slightly from 65% to 60% since last spring (when we studied … Continue reading
2011 ACSI Report: E-Commerce Winners and Losers
On Tuesday, the American Consumer Satisfaction Index (ACSI) released its latest e-commerce report that includes scores for companies within the three main categories of e-commerce: e-retail, online brokerage, and online travel. We discovered some pretty interesting things about the industry in 2011, both through our own research and through this ACSI research. We issue our own research throughout the year but ForeSee also partners with the ACSI in creating a report based on their findings. While you can download the full report for free at www.ForeSee.com, here are some of the highlights we discovered during our analysis. First, regarding e-commerce as a whole, … Continue reading
Cyber Monday Satisfaction on an Even Keel
We’ve been watching how satisfaction changes on a weekly basis during the holiday shopping season since 2006. I will admit I am one of the people waiting eagerly for numbers from Comscore, Coremetrics, Neilsen, and others that report on Thanksgiving week, Thanksgiving weekend, and Cyber Monday holiday traffic, the truth is that those numbers tell us what has already happend. Customer satisfaction (when measured using the ACSI), tells us what we can expect to happen next because it is a proven predictor of future financial success and performance. In fact, research done last year showed that one-point increase in online … Continue reading
Posted by Freed Your Mind Blog, Larry Freed
Tagged Benchmarking, Customer Satisfaction, E-commerce, E-Retail, Holiday Shopping, Online Shopping
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Online Holiday Spending – A Disappointing Increase So Far
Last week we reported that consumers satisfaction with online retail was down from last year. Now there were significant increases in online spending over the holiday weekend, compared with last year, with Comscore reporting an increase of 10% on Thanksgiving day, 11% on Black Friday and 5% on Cyber Monday. Last week we (ForeSee Results) suggested that the decrease in satisfaction did not bode well for the future and caused us concern, further suggesting – "While we should see a modest increase in online sales overall this year, it will be the retailers who are satisfying customers online who will … Continue reading
