ForeSee publishes the first UK benchmark findings for customer satisfaction
With over 24,000 customer surveys conducted in February, the benchmark (which measures online customer satisfaction across a wide variety of retail and consumer packaged goods vendors) received a score of 67 on a 100-point scale. British companies included in the benchmark include Curry’s, Debenhams, Dixon’s, and Homebase amongst others.
“Satisfaction really matters,” said Mansoor Malik, managing director for ForeSee Results in the UK. He added: “Since highly satisfied visitors in the UK say they are 71% more likely to return and 107% more likely to recommend a website to others, it’s critical that UK companies in all industries get an accurate picture of where they are and what specific things they can do to improve their customer experience across all channels.”
“The UK retail benchmark gives us critical information about how well we are doing in comparison to others,” said Alex Horstmann, general manager of user experience and design at TUI UK, a ForeSee Results client. “Further analysis from ForeSee shows how likely our customers are to purchase, return, and recommend us. Then our individual reports give us specific and actionable information on how to make improvements.”
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