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Posts tagged with Customer Satisfaction

Healthcare marketers making progress on measurement & metrics

Measurement is top of mind for marketers and the organizations they serve, but it's rarely a cut-and-dry matter.

That's particularly true for healthcare marketers.


Amazon tops another customer satisfaction survey, with John Lewis coming second

Amazon has yet again come out on top in a customer satisfaction survey, proving that is remains the company to beat when it comes to ecommerce.

And as if to underline just how successful Amazon is at creating an excellent customer experience, it actually came joint first and second in the Foresee study thanks to its .com and .co.uk domains.

It’s not all good news for the ecommerce giant however, as Amazon.co.uk actually saw a two-point decline compared to last year, down from 86 to 84.

John Lewis came third in the study with 79, followed by Apple on 78 and M&S on 77. Unsurprisingly Ryanair came bottom of the pile with just 60 points.

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Customer satisfaction with m-commerce almost on par with desktop: report

Customer satisfaction with mobile commerce appears to be gradually improving year-on-year, to the extent that the m-commerce experience is almost considered to be on par with desktop.

The findings come from a survey by Foresee, which has been examining satisfaction scores from visitors to 40 of the largest UK mobile retail websites and apps in the UK since 2010.

It found that customer satisfaction with desktop websites in the UK scored 74 on the study’s 100-point scale, compared to 72 for mobile retail experiences.

The difference between the two channels has dropped steadily from five points to just two points in three years.

The findings obviously raise two possibilities - either shoppers are becoming more used to m-commerce so are naturally more satisfied with the experience, or retailers have adapted and improved the user experience.


Amazon beats John Lewis to top customer satisfaction survey

Surprise, surprise! Amazon has come top of Foresee’s online customer satisfaction survey for the fifth year in a row.

In fact the e-tailer comes in first and second position in the table thanks to its separate UK and US domains, easily beating John Lewis and Play.com into third and fourth places respectively.

The findings in the ForeSee Online Retail Satisfaction Index: UK Christmas Edition are based on almost 10,000 customer surveys collected during November and December.

Scores are awarded out of 100 with anything over 80 considered as excellent. Amazon.co.uk (86), Amazon.com (84) and John Lewis (80) were the only brands to exceed this threshold.

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Will the new iPad be Apple's most successful tablet yet?

On the surface, there's nothing 'revolutionary' about Apple's new iPad. Yes, the Retina display is impressive, and there are a number of changes that Apple believes make it the best tablet yet. None of this means, however, that the new iPad is moving the tablet market forward by leaps and bounds.

But that might not matter when it comes to how successful the new iPad becomes.

birthday gifts

2012: The year that online retail reaches adulthood

Online retail will be 18 this year, so what has the industry achieved during its childhood years?

This is my school leaver's report for the industry as it moves into adulthood.


Apple and Amazon top m-commerce customer satisfaction charts

Apple and Amazon’s mobile sites produce the highest level of customer satisfaction in the US, according to a new report from ForeSee

During November and December ForeSee surveyed users of the top 40 US retailer sites by sales volume, and was able to collect statistically-reliable data for 16 of them.


Facebook fails customer satisfaction test

Facebook's recent privacy issues haven't put a dent in the social network's traffic or user levels, but if a new study from ForeSee Results and the American Customer Satisfaction Index has anything to do with it, that might be changing. The study found the social network ranked close to cable companies and airlines in terms of customer satisfaction. And according to Foresee, customer satisfaction is a pretty clear indicator of future corporate success.


Verizon (that's right) rates highest in online service

online customer svcFace it, no one likes their phone company. But a new study shows progress toward closing the gap between "my phone company" and "my arrrgggghhh phone company." That gap is closing online, and Verizon is winning.

Go figure. A recent J.D. Power survey shows that only 27% of smartphone users are satisfied with their phone service. But in this area of great opportunity the effectiveness of online customer service solutions is playing a bigger role in customer satisfaction, retention and growth. 


E-tailers best for customer satisfaction - survey

Online retailers performed best for customer satisfaction in a survey of five retail categories in the UK, including supermarkets, department stores and electrical retailers.

The UK National Customer Satisfaction Index scored retailers for Q4 2008, giving e-commerce a score of 82, much higher than the average of 74.8.


Right to reply: Webloyalty / ShopperDiscounts

Webloyalty / Shopper Discounts right to reply; image thanks to altemark via FlickrEarlier this week on this blog Graham Charlton discussed whether or not retailers should promote third party shopper discount schemes at the end of the checkout process. 

The way this usually works is that you buy something, and after having your order confirmed are invited to accept a ‘£10 off your next purchase’ or similar. The schemes are operated not by the retailers, but by a partner.

Graham bought some train tickets via TheTrainline.com and stumbled across one of these offers at the end of the checkout. He found it confusing, and he’s not alone… many consumers have also complained (‘I was duped’, ‘I’m another victim’, etc).

Naturally the discount scheme operator, Webloyalty, is not thrilled with our coverage, and marketing director Gill Hynes has written in to complain. 


Gap.com's single checkout not a good idea after all: report

US clothing retailer Gap.com launched a nice new e-commerce site in June last year, but it seems the decision to integrate its four brands into one checkout function hasn't worked as well as it hoped.

The retailer has designed its site so that users can shop from Banana Republic, Old Navy, and Piperlime, as well as Gap itself, and checkout at the same time, but this has had the unintential effect of undermining perception of the brand, according to Foresee Results.