How do you find out which leading retailers have the highest customer satisfaction with their mobile experiences?
If you're pioneering leader in Voice of Customer solutions ForeSee, you look at top retailers from the 2015 Internet Retailer Mobile 500 Guide and then survey over 40,000 respondents.
The result is the ForeSee Experience Index 2015 Retail Edition: a study that quantifies holiday shopper satisfaction with experiences provided by top retailers in the U.S. and U.K.
Among the top 5 retailers by mobile experience customer satisfaction was Moovweb customer Bass Pro Shops.
Also among the retailers with the top scores for mobile customer satisfaction were customers Oriental Trading and Macy's.
Compared to overall scores for all retailers in the FXI last year, mobile satisfaction remained flat, with a score of 79 out of 100. ForeSee notes that "while mobile satisfaction increased three points from 2011 to 2012, it has stagnated for the past three years."
Given the growth of mobile, with only 35% of U.S. adults owning a smartphone in 2011 to 64% owning one in 2015, according to the Pew Research Center, the stagnation of mobile scores represents an opportunity for retailers in 2016.
"Retailers who truly differentiate the customer experience offered by their mobile sites and apps can break away from the pack," the report concludes.
by Anis Salvesen