Haha

HOLIDAY SATISFACTION WITH ONLINE SHOPPING STAGNATES

THE FORESEE E-RETAIL SATISFACTION INDEX (U.S. HOLIDAY EDITION 2012)

By: Larry Freed President and CEO, ForeSee Research By: Julie Anderson, Research Analyst, ForeSee

© 2012 ForeSee

THE HOLIDAY CUSTOMER EXPERIENCE MATTERS

THE FORESEE 2012 E-RETAIL SATISFACTION INDEX (U.S. HOLIDAY EDITION)

Online retail sales in the U.S. are experiencing a record-breaking year, but customer satisfaction is stagnant. To improve the customer experience, business leaders need to measure and understand their customers’ wants, needs, and expectations.

MORE AND MORE AMERICANS ARE SHOPPING ONLINE

An estimated 39% of U.S. holiday shopping was done online this year,* and between November 1 and December 7, shoppers had already spent nearly $30 billion online, up 13% from the same time period in 2011.**

*National Retail Federation **comScore

THE GROWTH OF ONLINE HOLIDAY RETAIL SALES OUTPACES THE IMPROVEMENT OF THE CUSTOMER EXPERIENCE

U.S. ONLINE RETAIL SALES VS. SATISFACTION

80

Spending (in billions)*** Satisfaction (on a 100 point scale)

60

40

79 74 75 74 74

78

79

79

20

While online holiday shopping has experienced steady gains over the years, customer satisfaction is increasing at a much slower pace, presenting an enormous opportunity for online retailers to differentiate themselves by improving the customer experience.

***Forrester Research Online Holiday Retail Forecast 2012 (U.S.)

0 2005 2006 2007 2008 2009 2010 2011 2012

CUSTOMER EXPECTATIONS ARE SET BY THE BEST CUSTOMER EXPERIENCES

TOP 4 BOTTOM 2

Companies that provide an excellent customer experience tend to see increased revenues, loyalty, and recommendations. Amazon consistently sets the bar for the best customer experience while other companies may be suffering from making changes that don’t align with customers wants, needs, and expectations.

Amazon.com LLBean.com QVC.com Vitacost.com

88 85 84 84

Fingerhut.com...