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Tag Archives: Original Research
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
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
Ready for Takeoff: ForeSee Releases Mobile Satisfaction Index for Travel Industry
Download the ForeSee Mobile Satisfaction Index: Travel Edition now. Delivering a quality mobile experience matters now more than it ever has before to the travel industry. While all travel companies’ are not created equal, there is one constant that is found across the board: customer expectations keep rising. And mobile is a huge differentiator right now for these companies. There is no question that mobile technology makes it convenient for travelers to research and book travel plans. But, are they satisfied with the experiences companies provide through mobile sites and apps? The ForeSee Mobile Satisfaction Index: Travel Edition explores this … Continue reading
Showrooming: Not as Bad as You Think
In today’s multi-channel, multi-device world, company leaders need to consider that a customer’s store experience can affect other channels in the company and vice versa. For example, over the last few years the term “showrooming” has become a popular industry buzz word. Showrooming simply means that some customers are coming to the store to look at the merchandise in person (the “showroom”) but then shopping online (often via mobile) to get a better price through a competitor. Sound perilous? Our research shows that showrooming isn’t necessarily a bad thing. Although almost a quarter of store purchasers measured reported using their … Continue reading
Posted by Eric Head
Tagged ForeSee Solutions, Mobile, Mobile Monday, Multichannel, Original Research, showrooming
2 Comments
Mobile Satisfaction Catching Up to Web in the UK
Click here to download the ForeSee Mobile Satisfaction Index (UK Edition 2012). Mobile is cementing itself into the causeways of everyday life and the momentum at which it is doing so is unparalleled, making it a force to be reckoned with in the retail world. So, to be blunt about it: company leaders who are not measuring the mobile customer experience are operating in the dark. It’s time to flip the switch and shed some light on a growing segment of customers who could otherwise be making purchases and recommending the company to friends and family members. With the release … Continue reading
Shining a Light on the Mobile Customer Experience
Download the report: The ForeSee Mobile Satisfaction Index, Holiday Retail Edition I have a toddler at home and to get up in the pitch black of the night without turning on the lights to check on him can be quite challenging sometimes. Maneuvering around toys (loud ones, squishy ones, ones with wheels, etc.) and furniture without the risk of injury (serious or otherwise) is definitely tricky. That’s how I feel about company leaders who are not measuring the mobile experiences they are offering their customers. By not doing so, they are simply stumbling around in the dark risking the chance … Continue reading
Satisfaction with E-Government Steady in 2012
ForeSee released the 38th consecutive quarterly American Customer Satisfaction Index (ASCI) E-Government Satisfaction Index today, marking nearly 10 years of measuring citizen satisfaction with public-facing federal government websites. While citizen satisfaction scores for agency sites at an aggregate level did not change drastically throughout last year, we are seeing a drastic shift in the government’s priorities to become more customer-centric with the release of the Digital Government: Building a 21st Century Platform to Better Serve the American People initiative in May 2012. We applaud the effort and are anxious to see the plan roll out as milestones are reached through … Continue reading
Shaping Multi-Channel Measurement
Following customer migration across the multi-channel, multi-device landscape isn’t easy. However, as ForeSee’s technology and methodology continue to evolve, we are getting better at understanding where multi-channel, multi-device consumers have been, where they are, and where they plan to go next. As a part of the ForeSee E-Retail Satisfaction Index (U.S. Holiday Edition), we simultaneously measured the web, mobile, and store channels of some of the top retail companies during the 2012 holiday shopping season. Using very specific data points centered on the different channel purchasers we can begin using broad strokes in painting a picture of the multi-channel user. … Continue reading
First ForeSee Luxury Index Available
In November and December 2012, ForeSee measured the top 100 e-retail websites during the holiday season, and for the first time we are extracting the luxury brands with a strong web presence to offer the ForeSee E-Retail Satisfaction Index: Luxury Brands – available for free download here. In the research we see that on average luxury brands score slightly lower than the top 100 aggregate: 78 vs. 79. Tiffany & Co., and Coach both scored an 80 on the study’s 100-point scale to lead the group. While 80 is the threshold for excellence and others come close, the reality is … Continue reading
