Resources

The ForeSee Experience Index (FXI)

2013 U.K. Retail Edition

The ForeSee Experience Index (FXI): 2013 U.K. Retail Edition measures customer experience across the U.K.’s top 40 online retailers and shows a slight but meaningful decrease in aggregate satisfaction from Christmas 2012 to Christmas 2013 — the first time since the report was launched.

The revealing data is the result of almost 10,000 customer surveys collected yearly during the prime Christmas shopping period and affords year-on-year comparisons of not only aggregate e-retail satisfaction, but also of satisfaction with individual retailers. The Index measures four high-level factors that affect overall customer satisfaction: site functionality, price, merchandise and content.