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Tag Archives: Mobile
Banking on Mobile
Like most consumers in most industries today, banking consumers are becoming more and more mobile. A March 2013 study from Juniper Research indicated that mobile banking users will exceed 1 billion (yes, that’s with a “B”), representing 15% of global mobile handset users, by 2017. And to make even more interesting, the UK research company also stated that around 19% (about 200 million) will turn to tablet use – which should be considered an entirely different experience from traditional (smartphone) mobile – for their banking transactions by 2017. This shift to mobile brings higher expectations for more convenient and easily … Continue reading
A Tale of Two Yelps
It was the best of times, it was the worst of times… Just like Charles Dickens’ classic novel A Tale of Two Cities, there is a duality afoot. This is no tale of peasantry and aristocracy of late 1700s London and Paris, but rather one set in the modern world of user ratings and reviews. There were two incredible stories recently that set Yelp, and the user ratings space in general, back several steps. With Dickensian flair, these stories are chockablock with intrigue, mistaken identities, threats of violence, heavy accents, etc. These two stories are everywhere this week and their … Continue reading
When Just Having a Mobile Presence Isn’t Enough
We’ve been saying for years now that the mobile age is upon us. And with mobile usage evolving at such a fierce pace – mobile-connected devices set to outnumber people on Earth by the end of 2013 – I’d say there’s no denying it, leaving organizations really no choice but to try and appeal to smartphone and tablet users by offering dedicated mobile sites and apps. Whether companies are just dipping their big toe into the vast mobile waters or diving in head first, either way it’s a good thing. Because if they aren’t doing it now (even a little … Continue reading
It’s Good! The Mobile Track at the ForeSee Summit
This is always an exciting time of year. We are again hosting hundreds of our clients in lovely springtime Ann Arbor for the ForeSee Summit. Our clients will take over the best darn college town in the world for a couple days of incredible content and amazing events. Yes, I might even attempt to kick another field goal at The Big House, the University of Michigan football stadium. Amidst the hullaballoo of the extracurricular activities, we are featuring some incredible mobile content. Since our mobile measurement delivers admirably on all three strategic, operational, and tactical fronts for our clients, we … Continue reading
E-Gov Starts 2013 on Steady Ground, Turns to Mobile
ForeSee today released its quarterly update on the 2013 Q1 ACSI E-Government Satisfaction Index that includes citizen satisfaction with e-government at the aggregate level, including individual satisfaction scores for the 103 federal government sites participating in the Index. Key findings include: Citizen satisfaction with the e-gov experience remains steady to kick off 2013. The first quarter of this year registered an average citizen satisfaction score of 75.1 where it has hovered for 14 of the past 15 quarters. The Social Security Administration’s (SSA) Retirement Estimator remains at the top of the list with a 91, followed by the SSA’s iClaim … Continue reading
News and Entertainment Mobile Sites and Apps Outperform Websites
With the release of ForeSee’s annual CME Benchmark last week, we learned that news and entertainment mobile sites and apps outperform the industry’s traditional (both ad-driven and subscription-based) websites with an average satisfaction of 73 compared to 66 (news sites) and 67 (entertainment sites). With a wide range of customer satisfaction scores from a low of 58 to a high of 85, some companies understand that customers want and expect their mobile experiences to be as seamless and convenient as they are on the desktop and, in turn, are delivering, while others are not. The important thing for all of … Continue reading
Customer Satisfaction Increases Loyalty for Entertainment and News Companies
In case you haven’t noticed, ForeSee measures customer satisfaction for some of the biggest companies on the planet. Among those are some of the most distinguished news and entertainment websites to hit the internet. Today ForeSee released its annual CME Benchmark , reporting customer satisfaction on the web and mobile for its content, media and entertainment industry clients. What we found is that News sites recorded an aggregate score of 66, while Entertainment websites notched a 67 in aggregate customer satisfaction. There appear to be several sites in each of these groups that perform well below their customers’ expectations, which … Continue reading
Southwest Plays on an Uneven Field: Why Their Mobile Customer Satisfaction is Higher, and Why It’s Not Fair
According to ForeSee’s recent study on customer satisfaction with mobile travel sites and apps, customer satisfaction with Southwest’s mobile experience is a full five points higher than the next rated airline: 82 vs. 77 on our 100-point scale. But Southwest’s policies give them a clear advantage because their experiences lack the need for sophistication. When I first saw results of our Mobile Satisfaction Study – Travel Edition, I was surprised Southwest did so well. Don’t get me wrong, I really, really like Southwest. And when our partner, the American Customer Satisfaction Index rates Southwest overall, they are consistently one of the … Continue reading
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
The Chicken or The Egg: Do Hotel Mobile Sites Cater to the Last-Minute Booker, or do They Create Them?
When hotels create mobile experiences, they make two critical assumptions about the customer: 1.) they are on the go; and 2.) they are booking on mobile and looking on desktop. But what if the hotels are wrong? What if customers are accessing mobile sites at home? To look, not book? And what if by providing a less satisfying experience in mobile, hotels were jeopardizing future bookings? Take a look at small sample of mobile hotel experiences and it is clear they are geared toward the customer who is booking last minute, likely for tonight. Hotels.com displays deals in my area … Continue reading
