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.