January 15, 2015 |

Retail’s Future: Where Customer Experience and Employee Engagement Converge

The evolution of customer and employee expectations is impacting business results for all retailers in a big way.

We recently presented new research that quantitatively validates the causal relationship between retail store employee engagement and customer satisfaction--and how that relationship drives business results. Read More

December 29, 2014 |

2014 Holiday Shopping Trends: The Results Are In

Today’s release of The ForeSee Experience Index (FXI): 2014 U.S. Retail Edition marks the 10th year we’ve been using ForeSee’s proven customer experience measurement methodology to report on the current state of the retail customer experience during the holiday shopping season.

This year’s report takes a broader view of the marketplace, measuring the customer experience with the largest retailers in the United States as recognized by Internet Retailer’s Top 500 web and mobile commerce sites and the NRF Stores Top 100 Retailers. It’s been another exhilarating year of learning, and we’re excited about the emerging industry trends we’re seeing. Read More

November 19, 2014 |

2014 Holiday Shopping Trends: The Early Returns Are In

In late October we started surveying Americans shopping online, via mobile apps, and in retail chain stores as part of our research for the ForeSee Experience Index (FXI): 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. Read More

January 7, 2014 |

New FXI Sheds Light on Retail Customer Experience

The ForeSee Experience Index (FXI): 2013 U.S. Retail Edition Now Available Download the Report Welcome to a new era of ForeSee Reporting. Today we released the landmark ForeSee Experience Index... Read More

December 18, 2013 |

UK Retailers Slide in Customer Satisfaction

The ForeSee Experience Index (FXI): 2013 UK Retail Edition Now Available  Download the Report The UK is arguably emerging as the number-one internet shopping nation in the world. An October... Read More

September 20, 2012 |

Don’t Let Deal Junkies Decide Your Fate

In an Associated Press article that ran in the Bangor Daily News, the headline asks the question: Can retailers wean shoppers off bargains? Before I answer that question let’s take... Read More