Foresee

Does M&S deliver the best mobile customer satisfaction?

M&S and Tesco have the best mobile websites among the UK’s top 10 retailers, according to a new report.

The Foresee benchmark compares customer satisfaction scores achieved by the top online retailers in a survey carried out in November 2013.

One of the most interesting findings is that customer satisfaction on mobile lags well behind that for desktop sites, with the top 10 mobile sites averaging a score of 73 on the 100-point scale compared with 77 on desktop.

According to Foresee poor customer satisfaction has a drastic effect on sales, with every one-point increase in satisfaction translating into a 10.6% growth in a retailer’s online revenues. 

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.

Q&A: Lori Kaplan, NPR’s Director of Audience Insight & Research

NPR Director, Audience Insight & Research

Once upon a time, NPR was an acronym for National Public Radio. That was then. Now, the company refers to itself as “a thriving media organization at the forefront of digital innovation.” The formerly pureplay broadcast organization is now as likely to distribute its content via live streams, iPad apps and social media as over the airwaves.

We caught up with Lori Kaplan, NPR’s director of audience insight and research, to discuss how NPR is measuring and acting on data from increasingly disparate sources, and to learn how non-profit metrics might differ from those used by traditional media organizations.

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.

Did free delivery work this Christmas?

More online retailers than ever chose to entice customers with free delivery offers over Christmas. It’s something that web shoppers have pointed to as a major factor in their purchase decisions.

Retailers who hadn’t previously done so, started offering it, while others like Amazon dropped their threshold for free delivery. We have previously advocated this as a sales driver, as well as being useful bait for marketing campaigns, so did it work for etailers in Xmas 2008?