All Posts Tagged Tag: ‘ForeSee Results’
Customer satisfaction with ecommerce websites is down 2.6 percent to 79.3 on a 100-point scale, it lowest score since 2004, according to a new report from The American Customer Satisfaction Index (ACSI) and ForeSee Results.
“Satisfaction with e-commerce and retail is off from a year ago overall, but the individual company results are mixed, and some organizations manage to find ways and resources to improve the customer experience,” said ACSI Founder Claes Fornell, professor at the University of Michigan’s Ross School of Business.
People are using mobile phones to access websites and apps more than ever before, with 33 percent using their phones to access a retailer website, and an additional 26% indicated they plan to access retailer websites or mobile apps by phone in the future, according to a new report from ForeSee Results.
Shopper satisfaction with online retailers during the holidays indicates they are more satisfied with prices this year than they were at the same time last year, according to a new report from ForeSee Results.
Customers’ ratings of prices this year (72.1 on the study’s 100-point scale) are more than half a point higher than they were in 2009; though still slightly lower than on Cyber Monday, due to fewer online incentives and specials. Satisfaction with price still remains far below pre-recession levels, which was as high as 75.1 the week of Thanksgiving, 2007.
Customer satisfaction with online retailers on Cyber Monday matched last year with 73.1 on the American Customer Satisfaction Index’s (ACSI) 100-point scale, but overall satisfaction during the Thanksgiving holiday week and weekend was higher than in 2009, according to a new report from ForeSee Results.
Customer satisfaction with online banking dropped two points in 2010, from 83 in 2009 to 81 (on a 100-point scale), according to a new study by ForeSee Results and Forbes.
The study found that despite the drop, online banking still faired better than offline banking channels and most other online industries with the score of 80 considered to be the threshold for excellence.
Satisfaction with the top 100 e-retailers has increased from a decline this time last year, to an all-time high score of 78 points on a 100-point scale, according to new research from ForeSee Results.
The research found consumers are more satisfied with their online experiences than ever before. Nearly every individual retailer reached a score that matched or exceeded previous satisfaction levels.
Customer satisfaction with ecommerce websites has rebounded a year after experiencing its first decline since 2004, according to the American Customer Satisfaction Index (ACSI).
The e-commerce sector gained 1.8% to 81.4 on ACSI’s 100-point scale, nearly matching its all-time high of 81.6 set in 2007.
Customers of the largest online retailers are more satisfied than ever according to ForeSee Results’ annual report on holiday shoppers.
The ForeSee Results E-Retail Satisfaction Index (U.S. Holiday Edition) jumped 7 percent to 79 on the Index’s 100-point scale, a new all-time high. Websites for Macys, SonyStyle, The Gap, The Home Shopping Network and Overstock.com had the greatest increases in satisfaction year over year, with all five seeing increases of 10 percent or more.