December 22, 2016 | The XM Blog

Here’s what people are saying about the 2016 ForeSee Experience Index


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The ForeSee Experience Index, our annual study that shows how the top brands in retail stack up on customer experience (CX) within mobile, web, and in-store, is easily the biggest report we produce all year. And as exciting as it is for us to watch the data come in as we put it together, it’s almost as exciting to see what others in the retail world are saying about it.

Here’s a round-up of articles covering the 2016 FXI from reputable news publications across the web below:

Internet Retailer: 60% of consumers want Amazon to open stores
…Meeting consumer expectations on these four points is key for online retailers [Price, Merchandise, Product Descriptions, Navigation], ForeSee data shows. That’s because consumers who have a positive web shopping experience are 60% more likely to purchase from that retailer’s website. Consumers also are 64% more likely to buy from that retailer the next time they buy similar merchandise, and they’re 64% more likely to recommend the company to a friend. Read the full article.

RetailCustomerExperience: Despite stress and strife, presidential election not hurting retail
…The encouraging news for retailers is that Americans aren’t letting the divisive political season get in the way of shopping. “So far, luckily for retailers, while emotions ran high during the election cycle, most shoppers plan to spend as much [as] or more in 2016 [than] they did during last year’s holiday season,” Eric Feinberg, ForeSee vice president of marketing, told RetailCustomerExperience. Read the full article.

PYMNTS: Consumers Want Amazon Stores
…According to consumer experience analytics company ForeSee’s recently released ForeSee Experience Index (FXI), an annual survey of over 40,000 holiday shoppers measuring online, mobile and in-store experiences with the top 100 brands in the U.S., Amazon is, somewhat unsurprisingly, out on top of the pile. The online retail giant led the FXI for the sixth year in a row with a customer experience score of 85 out of 100. Apple, Coach, H&M, and L.L. Bean tied for second place. Read the full article.

HFN: Bed Bath, Home Depot, Williams-Sonoma Top Home Customer Experience Index
…Bed Bath & Beyond, Home Depot, and Williams-Sonoma tied for number one among home [furnishing] retailers in a survey of retail customer experiences conducted by analytics provider ForeSee. All three retailers achieved a score of 80 in the 2016 ForeSee Experience Index, “generally considered the threshold of excellence” of customer experience, according to a statement from ForeSee. Over time, Home Depot has shown the most improvement in this measure, scoring 69 when the study was conducted in 2008. Also high on the home goods retailer list were Lowe’s at 79 and Wayfair at 76. Read the full article.

Interested in learning more about 2016’s top holiday shopping CX insights uncovered in the annual ForeSee Experience Index? Download the FXI report today — or better yet, schedule a time to meet with ForeSee at the upcoming NRF BIG Show in NYC.

Categories: Company News

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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