November 19, 2015 | The XM Blog

2015 ForeSee Experience Index (FXI): Early Holiday Retail Insights


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The holidays are a busy time at ForeSee!

Just like the shopping season, the fielding for our annual holiday research report, the ForeSee Experience Index (FXI) 2015 Retail Edition, is in full swing. For the past decade, we’ve surveyed holiday shoppers to discover which retailers give them the best customer experiences and which ones fail to deliver.

Reserve a first look at 2015 results and get a copy of the 2014 report.

Coming in mid-December, the 2015 FXI Retail Edition report will be based on 20,000+ holiday shoppers who visited the Top 50 retail websites, Top 25 mobile commerce sites/apps and Top 25 stores in the US. We also rank the Top 25 e-tailers in the UK. We’ll rank the customer experiences for powerhouses such as Amazon, The Home Depot, Nordstrom, CVS and more. Plus we’ll see if satisfaction with the top retailers’ customer experience continues to slide from last yearand give you insights into new shopping trends such as mobile payments, drone delivery and unboxing.

What does the FXI survey data tell us now? While public financial data paints a disappointing picture with sluggish sales, industry hopes placed in Black November and the fear of a ho-hum Black Friday, all may not be lost. With an early look at the FXI data pouring in …

  • The good news is Black Friday may be making a comeback. Initial findings show that 54% of shoppers surveyed plan to shop on Black Friday compared to 43% last year. The decision to shop on Cyber Monday also show an upwards tick from 45% in 2014 to 50% this year.
  • And let’s hear it for Small Business Saturday! As more people become aware each year of this day designed by American Express in 2010 to support small and local businesses, we see it jump from a key shopping day for 18% of shoppers in 2014 to 29%
  • Be thankful for family, not commerce, on Thanksgiving Day. Even though retailers want to spur sales during this time period, it turns out that being open on Thanksgiving is not a popular option with shoppers. A little more than half of shoppers (52%) surveyed do not think stores should be open on Thanksgiving. Sixteen-percent think stores should open but only later on in the day, while only 10% want stores to be open all day.

We’re just beginning to dive into the data, and we’ll release more results right after Cyber Monday. We’re finding out not only how satisfied customers are with the top retailers but also looking into the future of shopping. How do consumers really feel about drone delivery? Or about Amazon opening brick-and-mortar locations? What do you want to know?

Sign up to receive the report for the ForeSee Experience Index (FXI) 2015 Retail Edition when it’s released in mid-December. We’re excited to share our findings with retailers and consumers because helping them connect means better experiences for customers and better business for brands.

About the Author

As a pioneer in customer experience analytics, Verint delivers superior technology and proven methodology to connect the customer experience to the bottom line. The result is better business for companies and a better experience for consumers.

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