Tag Archives: UK

UK Retailers Slide in Customer Satisfaction

The ForeSee Experience Index (FXI): 2013 UK Retail Edition | Download the Report

The ForeSee Experience Index (FXI): 2013 UK Retail Edition Now Available  Download the Report The UK is arguably emerging as the number-one internet shopping nation in the world. An October 2013 Eurostat Commission study found that 82% of the country’s internet users regularly shop online, the highest proportion among all 28 member states.  At the same time, the rapid take-off of online food and grocery shopping in the UK has reportedly moved it ahead of the US overall, according to Mail Online. This makes it especially disturbing to see a fall in satisfaction levels among UK online shoppers in this … Read More

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Flying High on High Street with Great Customer Experience

ForeSee and House of Fraser win Retail Week Technology Award

As one of the most recognisable names on High Street, House of Fraser has been committed to providing customers with top-notch service and quality for over 160 years. Recently, the UK retailer was recognised for its customer experience efforts at the BT Retail Week Technology Awards in London that celebrated the industry’s achievements over the last year. During the event, House of Fraser and ForeSee were together named award winners for the Insight Solution of the Year – a category recognising the best uses of data and analytics in the retail industry. House of Fraser and ForeSee beat out many … Read More

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Mobile Satisfaction Catching Up to Web in the UK

ForeSee_UK_Mobile_Small

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 … Read More

Posted by Eric Feinberg | Tagged , , , | 1 Comment

A Challenging Week for UK Retail

ForeSee UK Retail Satisfaction

Following the Christmas frenzy, January is always a difficult month for UK retail. So far 2013 has proved no exception and in the past two weeks we’ve seen several high street names – Jessops, HMV and Blockbusters to name a few – go into administration. It’s difficult and uncomfortable to hear the news of their demise and the resulting job losses, but one has to ask the question of why this has happened to them and inevitably ask what could have been done to prevent it occurring – and from happening to other retailers moving forwards. So far the finger … Read More

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Online Retail Satisfaction in UK Sluggish

Leading UK Websites Customer Experience

The sixth annual ForeSee Online Retail Satisfaction Index: UK Christmas Edition, an analysis of customer satisfaction with the top 40 online retailers in the United Kingdom during the Christmas shopping season, was released today. Download the full free report now. The most crucial element gleaned from this year’s study is that satisfaction with the retail online experience is not increasing as fast as UK consumers are adopting online shopping as their preferred way to engage with retailers. This could pose a problem in the long term. A Netsuite study reported in Internet Retailer Magazine predicted that UK shoppers would do … Read More

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UK: Retail and Travel Websites Outperform Product Sites

One of the things our clients tend to really like is our benchmarks. Because we measure so many companies in so many categories, we can tell organizations how they compare to their peers, to best-in-class websites, etc. So I was excited when one of our fabulous research managers, Rhonda Berg, told me she was working on two new benchmarks for online travel and product/manufacturer websites and also expanding our retail benchmark. Here’s how the benchmarks work: ForeSee’s methodology calculates reliable and sensitive customer satisfaction scores for each company in a category, all on a 100-point scale. We then average all … Read More

Posted by Mansoor Malik | Tagged , , , | 1 Comment