CUSTOMER EXPERIENCE ANALYTICS foresee.com

WHY U.K. RETAILERS NEED TO ADDRESS

MOBILECUSTOMER SATISFACTION

1 eMarketer, June 2013: “UK Mobile Users: 2013 Forecast and Comparative Estimates”2 IMRG and Capgemini, September 2013: IMRG Capgemini eRetail Sales Index

SMARTPHONE AND TABLET PENETRATION IS RAPIDLY MATURINGAccording to one prediction, 2014 will see smartphone penetration reach 75% of the U.K. population.1

AND MOBILE IS INCREASINGLY THE DRIVING FORCE BEHIND DIGITAL SALES GROWTHAnd another analysis shows that traditional website-based sales growth stagnated in the first half of 2013, with mobile alone responsible for the 15% growth in U.K. digital

BUT IT’S EVEN MORE IMPORTANT THAN THATWhile mobile is growing fast as a direct sales channel, its influence is far wider than this alone. Our research indicates that its use as a research medium — at home, in-store or on the move — before a purchase is made gives it a disproportionate influence in terms of driving company revenues across all channels.

U.K. RETAILERS HAVE A BIG CHALLENGE TO OVERCOMEThe ForeSee research showcased in this report shows a highly significant gap in customer satisfaction between the top U.K. mobile sites shoppers interact with and their traditional website equivalents.

SATISFACTION IS A POWERFUL PREDICTOR OF LOYALTY AND SALESExtensive research, by ForeSee and many others, consistently shows that a good and satisfying customer experience leads directly to better loyalty, higher sales, stronger brand preference and a greater propensity to recommend. Satisfaction analysis can also help company leaders pinpoint exactly where to focus their improvement strategies.

2013 CUSTOMER SATISFACTION IN THE U.K.

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Mobile satisfaction is lagging by a massive four points on our 100-point scale. That’s very dangerous for retail brands — and it needs addressing:

►Measure satisfaction to properly understand consumer wants and needs. ► Ask them what they want from you to drive an improved mobile experience. ► Deploy resources to improve the mobile experience, and watch revenues grow across all channels.

15%GROWTH