In late October we started surveying Americans shopping online, via mobile apps, and in retail chain stores as part of our research for the Answers™ Experience Index (AXI): 2014 U.S. Retail Report, a multichannel, customer experience study that will be published in mid-December. The study will report customer satisfaction scores for the top 100 retail websites, top 30 retail chain stores and top 30 retail mobile experiences.
To date, we’ve collected more than 15,000 survey responses, and we’ll continue to collect data well into December. And while the results are still highly preliminary, we wanted to share a few interesting trends we see materializing across the different shopping channels we’re measuring. More
Today, B2B and B2C consumers share significant similarities. They are sophisticated, omni-channel and have a strong set of expectations from the companies with which they do business. Their ultimate impression of... More
It doesn’t matter where I go, there is always someone claiming to have the most important metric to assess the customer experience. Most of these “metrics of the moment” are... More
by David Karandish, CEO of Answers Three weeks ago, Answers acquired ForeSee and this might have resulted in some head-scratching. What would a company like Answers, best known for the... More
“The company that provides the best relationship with the customer will win — not through product, but through the best experience.” – Tesco chairman Sir Richard Broadbent “I would define... More