Site Performance Rated Higher this Holiday

Dec 14, 2010, 10:00 ET from ForeSee Results

ANN ARBOR, Mich., Dec. 14, 2010 /PRNewswire/ -- ForeSee Results' weekly holiday benchmark of shopper satisfaction suggests that online retail sites are performing much better than last year in technical terms, meaning with greater speed, more reliable speed, and fewer error messages.

Customers' ratings of site performance this year (81.7 on the study's 100-point scale) are nearly two points higher than they were in 2009 and at their highest point since the holiday shopping season began in earnest.


Thanksgiving Week

Thanksgiving Weekend

Cyber Monday

Post-Thanksgiving Week 1

Post-Thanksgiving Week 2

Site Performance

11/22 - 11/28

11/26 - 11/28

29-Nov

11/29-12/5

12/6-12/12

2010

81.0

80.8

79.4

80.5

81.7

2009

80.2

80.4

79

79.9

79.9



"Site performance on Cyber Monday was a little better this year than last, but this week, we've seen a huge improvement compared to both last week and last year," said Larry Freed, president and CEO of ForeSee Results. "It will be interesting to see how customers rate site performance this coming week, which could be the heaviest week of the season in terms of traffic volume. Hopefully, retailers have worked out the Cyber Monday kinks by now and can meet and exceed expectations for site performance this week."

Site performance is one of numerous aspects of the customer experience that ForeSee Results measures for clients. Satisfaction models are configured to measure elements that are relevant to the specific website, but most retailers measure certain common elements: customer perceptions of site performance, navigation, price, and product browsing. Of these four common elements, site performance is by far the highest scoring every week.  


Thanksgiving Week

Thanksgiving Weekend

Cyber Monday

Post-Thanksgiving Week 1

Post-Thanksgiving Week 2

Elements of the Customer Experience

11/22 - 11/28

11/26 - 11/28

29-Nov

11/29-12/5

12/6-12/12

Site Performance

81.0

80.8

79.4

80.5

81.7

Navigation

74.9

74.8

74.8

74.7

75.0

Price

72.4

73.2

72.5

72.1

72.7

Product Browsing

76.4

76.1

76.6

76.4

76.1



"It's great to see that retailers are getting on top of the performance issues that typically plague them during the holiday season because of the increased traffic," said Kevin Ertell, vice president of retail strategy at ForeSee Results. "Although priorities are going to differ from retailer to retailer, adequate site performance is becoming a very basic expectation of online shoppers."

The weekly benchmark from ForeSee Results also tracks how customer satisfaction with retailer websites changes from week to week during the holiday season. Customer satisfaction last week was at 73.6 on the study's 100-point scale, edging back up to its high point during Thanksgiving week and higher than it was in 2009.

Customer Satisfaction with Online Retail, Holiday Season

Thanksgiving Week

Thanksgiving Weekend

Cyber Monday

Post-Thanksgiving Week 1

Post-Thanksgiving Week 2

11/22-11/28

11/26-11/28

11-29

11/29-12/5

12/6-12/12

2010 Online Retail Customer Satisfaction

73.7

73.4

73.1

73.3

73.6

2009 Online Retail Customer Satisfaction

73.5

73.2

73.1

73.1

72.9



ForeSee Results uses the proprietary methodology of the ACSI, which has a proven link to future spending and revenues. Today's benchmark is the aggregate of 137 scores for individual retail websites. Retail websites measured in the benchmark include: Ace Hardware, Bass Pro, Belk, Cabela's, Chef's Catalog, Chico's, DSW, Eddie Bauer, eBags, Gamefly, Godiva, Harry & David, Helzberg Diamonds, Home Depot, LEGO, Musician's Friend, Panasonic, Samsung, ShopNFL, Sears, Sephora, Sony Style, and others.

ForeSee Results has been releasing a weekly online satisfaction benchmark during the holiday shopping season since 2006. The data reported here represents more than 100,000 retail surveys conducted during the week of December 6 to December 12, and more than 600,000 surveys since the beginning of November.

In addition to providing an overall benchmark for online retailers during the holiday season, ForeSee Results has benchmarks for more than a dozen subcategories of retail (such as mass merchants, toys, gifts, sporting goods, and entertainment, among others), making it easier for retailers to assess their own performance, relative to their peers.

Among ForeSee Results' largest retail benchmarks, apparel and accessories retailers are clearly providing the most satisfying experience online, by a wide margin, though all categories saw gains in satisfaction last week.


Thanksgiving Week

Thanksgiving Weekend

Cyber Monday

Post-Thanksgiving Week 1

Post-Thanksgiving Week 2

Holiday 2010 Online Customer Satisfaction

11/22 - 11/28

11/26 - 11/28

29-Nov

11/29-12/5

12/6-12/12

Aggregate Retail Satisfaction

73.7

73.4

73.1

73.3

73.6

Apparel and Accessories

77.3

76.6

77

77.4

77.9

Computers and Electronics

63.6

63.6

64.6

64.5

65.0

Specialty Retailers

74.1

74

73.6

73.8

74.1



About ForeSee Results

About ForeSee Results

As the leader in customer satisfaction measurement, ForeSee Results captures and analyzes voice of customer data to help  organizations increase loyalty, recommendations and marketing value. Using a patented, scientific methodology developed at the University of Michigan, ForeSee Results identifies improvements across all channels and touch points that drive customer satisfaction. With over 55 million survey responses collected to date and benchmarks across dozens of industries, ForeSee Results offers unparalleled expertise in customer satisfaction measurement and management around the globe. ForeSee Results can be found online at www.ForeSeeResults.com. Connect with ForeSee Results at http://www.foreseeresults.com/blogs-community/

FOR MORE INFORMATION:

Sarah Allen-Short, 734-327-3852

Sarah.Allen-Short@ForeSeeResults.com



SOURCE ForeSee Results



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