Wednesday, January 8, 2014

ForeSee Releases the ForeSee Experience Index (FXI): 2013 U.S. Retail Edition

ForeSee, the global leader in technology-driven customer experience analytics, today released the ForeSee Experience Index (FXI): 2013 U.S. Retail Edition. Based on data gathered during 2013’s holiday shopping season, the report features company-level and channel-specific customer satisfaction analysis for the top 100 U.S. retailers.

The new FXI Retail report offers a comprehensive view of satisfaction at the Company-level and across every applicable sales channel including Store and Contact Center as well as Web and Mobile. The study is based on more than 67,600 surveys collected between Nov. 29 and Dec. 17, 2013, for the 100 biggest U.S. retailers as reported by the Fortune 500 and Internet Retailer’s top 100 websites. Retailers listed in this report include Amazon, Dell, L.L.Bean, Apple, QVC, Keurig, Costco, Ralph Lauren, Victoria’s Secret, Barnes & Noble, eBay, Groupon, Family Dollar, Best Buy, Toys“R”Us, zulily and others.

Key Findings:

Company-level: retailers that satisfied the most (and least) during 2013’s holiday shopping season:

Amazon (90) and L.L.Bean (90) tied for the highest Company-level satisfaction. While this is the first time ForeSee has studied Company-level satisfaction during the holidays, the L.L.Bean website has scored an 80 or above in Web satisfaction eight out of the nine years measured, and Amazon has topped the Web satisfaction list every year. Amazon and L.L.Bean set the bar for customer experience excellence. came in with the lowest Company-level satisfaction (76), as well as one of the lowest Web satisfaction (75) and Mobile satisfaction (73) scores.

Store channel: Apple, which prides itself on stellar Apple Store customer experiences, lost to the supermarket chain Publix Super Markets in Store satisfaction with a score of 86 – three points higher than Apple’s score of 83.

53 percent of retailers register merchandise as the main priority affecting in-store purchase, and 35 percent register service.

Web channel: While Amazon (88) led the pack for Web satisfaction, some retail sites such as (86), (84) and (84) are creeping closer. (83) and (80) tied for the most improved sites with seven-point gains in customer satisfaction from last year. 

57 percent of retailers identify merchandise as the top driver affecting customer web experience, compared to only 7 percent that register price.

Mobile channel: In a category that saw satisfaction stagnate this year, Walmart (80) was the only company to experience a significant increase of more than three points in Mobile satisfaction, seeing a five-point improvement from 2012’s score. Again, Amazon led the pack with a Mobile satisfaction score of 87.

38 percent of retailers register functionality as the top priority affecting the mobile customer experience, above both merchandise (34 percent) and content (31 percent).

Contact Center channel: QVC (88) beat Amazon (85) in Contact Center satisfaction by three points. Costco (85) and O’Reilly Auto Parts (85) tied Amazon in Contact Center satisfaction.

55 percent of retailers record knowledge of the customer service representative as the top priority affecting the customer contact center experience.

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