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Tag Archives: UK
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
A Challenging Week for UK Retail
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 … Continue reading
Posted by Mansoor Malik
Tagged ForeSee Solutions, Holiday Shopping, Multichannel, Online Shopping, UK
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Online Retail Satisfaction in UK Sluggish
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 … Continue reading
Posted by Larry Freed
Tagged E-Retail, Holiday Shopping, Online Shopping, Original Research, UK
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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 … Continue reading
UK E-Retailers: Best and Worst of the Christmas Season
Our annual study of satisfaction with the top 40 e-retailers in the UK is out today (the Top 40 in the US will be out next week on 12/28), and the findings are pretty interesting. First, customer satisfaction is up for the fourth year in a row, to an all-time high for the UK of 73, a slow but steady increase over the last five years. It’s also interesting to take a look at how the individual companies did. We see a really wide range of performance among UK e-retailers–there is a notable 24-point gap between the highest-scoring e-retailer (Amazon.co.uk, … Continue reading
Posted by Freed Your Mind Blog, Larry Freed
Tagged Customer Satisfaction, E-Retail, Original Research, UK
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Online Banking in the UK
We’ve been studying satisfaction with online banking in the U.S. since 2003, and this year we did our first study of customer satisfaction with online banking in the UK. For this study, we did more than 1000 customer surveys of customers of the top 5 consumer-oriented retail banks in the UK: RBS, Lloyds, Barclays, HSBC, and Santander. Despite 2+years of tumult in the global banking industry, customer satisfaction with online banking in the UK is fairly high, and customers are very satisfied with the top five banks (on aggregate they score 80 – generally considered the threshold for excellence on the … Continue reading
Posted by Freed Your Mind Blog, Larry Freed
Tagged Financial Services, Original Research, UK
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Amazon in UK tops in satisfying their customers
At ForeSee Results we just released our 4th annual UK E-Retail Satisfaction Index, measuring the top 40 UK retailers. We surveyed nearly 10,000 UK consumers that visited the most successful UK e-retailers during the holiday season. Some of the key findings After a huge year-on-year increase in online customer satisfaction from 2008 to 2009 (from 67 to 71 on the study’s 100-point scale), satisfaction with the top 40 UK e-retailers not only held onto the gains achieved last year but increased another point in 2010 to 72. There is a notable 23-point gap between the highest-scoring e-retailer (Amazon.com, 84) and the … Continue reading
Satisfaction with Top UK E-Retailers Surges
We've just completed and released our analysis of satisfaction with the Top 40 e-retailers in the UK, and it's great news: satisfaction increases across the board. Since satisfaction calculated using the scientific methodology used in this study predicts sales, loyalty, and even stock prices, this is great news for many top UK e-retailers. Get the full report and full list of 40 measured companies on our website or read about it in V3. Aggregate satisfaction with top UK e-retailers is 71 on the study’s 100-point scale, up 4 points and an incredible 6% from last year’s aggregate score of 67). This increase … Continue reading
