ForeSee’s research commentaries, original research and white papers address customer experience best practices and examine the business impact of customer experience across a variety of channels and industries. Brief registration is required for all downloads. To quickly browse our customer service resources, select from the following links: Research | White Papers
Research
The ForeSee Experience Index (FXI) – 2016 U.K. Retail Edition
DESCRIPTION: Which UK retailers are providing exceptional shopper experiences? How has the omnichannel customer journey changed? Find out in the 2016 ForeSee Experience Index: the definitive annual study of the customer experience with top retail brands during the Christmas shopping season.
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TOPICS: Web, Mobile, Stores, Multichannel, Retail & E-Commerce
The ForeSee Experience Index (FXI): 2016 U.S. Retail Edition
DESCRIPTION: Which US retailers are providing exceptional shopper experiences? How has the omnichannel customer journey changed? Find out in the 2016 ForeSee Experience Index: the definitive annual study of the customer experience with top retail brands during the holiday shopping season.
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TOPICS: Web, Mobile, Stores, Multichannel, Retail & E-Commerce
The ForeSee E-Government Satisfaction Index (Q3 2016)
DESCRIPTION: Read 53rd consecutive E-Government Satisfaction Index report to find out which organizations are getting it right, and where changes can be made to drive outcomes that are good for both citizens and government.
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ForeSee Retail Benchmark Report – August 2016
DESCRIPTION: Learn how ForeSee’s August 2016 Retail Benchmark report can help retailers determine whether the experience they are providing to customers is exceeding or falling short of industry averages and customer expectations.
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The ForeSee E-Government Satisfaction Index (Q2 2016)
DESCRIPTION: This is the 52nd consecutive quarter ForeSee has indexed over 100 federal government websites in the United States using its patented and systematic approach to customer experience measurement.
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Read the report to find out which organizations are getting it right, and where changes can be made to drive outcomes that are good for both citizens and government.
TOPICS: Government, Web, Mobile
The FXI Apparel Report
DESCRIPTION: Learn how apparel and accessories retailers can compete — and win — on customer experience in ForeSee’s latest report: Customer Experience with Apparel & Accessories Retailers, featuring CX data and insights from a subcategory of the most recent ForeSee Experience Index, Retail Edition.
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Internet Retailer: Behind the Online Apparel Boom – Executive Summary
DESCRIPTION: Internet Retailer’s report — Behind the Online Apparel Boom — offers an exclusive look at who and what is steering U.S. apparel sales to the web from stores.
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The ForeSee E-Government Satisfaction Index (Q1 2016)
DESCRIPTION: This report serves as a benchmark to help digital government leaders understand performance from the citizens’ perspective.
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Topics: Government, Web, Mobile
The ForeSee E-Government Satisfaction Index (Q4 2015)
DESCRIPTION: This report serves as performance benchmark for digital government leaders to help them understand performance from the citizen’s perspective.
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TOPICS: Government, Web, Mobile
The ForeSee Experience Index (FXI) – 2015 Retail Edition
DESCRIPTION: Did major retailers meet and exceed shopper expectations this holiday season? Which brands excelled at providing exceptional customer experiences—and which ones fell flat? Discover who is on top and why in the research commentary for the definitive annual study on the retail customer experience.
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TOPICS: Web, Mobile, Stores, Multichannel, Retail & E-Commerce
The ForeSee E-Government Satisfaction Index (Q3 2015)
DESCRIPTION: Citizen satisfaction with digital government slightly rebounded in the third quarter of 2015. The E-Government Satisfaction Index is a measurement of over 100 sites who volunteer to be transparent and share their satisfaction scores.
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TOPICS: Government, Web, Mobile
The ForeSee E-Government Satisfaction Index (Q2 2015)
DESCRIPTION: Citizen satisfaction with digital government took another slight dip in the second quarter of 2015 but e-government still outperforms overall government in citizen satisfaction. The E-Government Satisfaction Index is a measurement of over 100 sites who volunteer to be transparent and share their satisfaction scores.
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TOPICS: Government, Web, Mobile
The ForeSee E-Government Satisfaction Index (Q1 2015)
DESCRIPTION: Citizen satisfaction with digital government dipped slightly in the first quarter of 2015, but our research shows citizens still prefer to access information from government agencies and departments over the internet. This report provides aggregate and individual citizen satisfaction scores for 100 federal websites measured in the first quarter of 2015.
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TOPICS: Government, Web, Mobile
The ForeSee E-Government Satisfaction Index (Q4 2014)
DESCRIPTION: This report provides a comprehensive reflection of the citizen experience with federal government websites in the fourth quarter of 2014 and serves as a critical checkpoint for evaluating the success and performance of the federal government’s online initiatives. More than 221,250 responses were collected across 100 federal government websites for this quarter’s report, demonstrating that citizens are willing to share their voices to help agencies and departments improve.
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TOPICS: Government, Web, Mobile
The ForeSee Experience Index (FXI): 2014 U.S. Retail Edition
DESCRIPTION: Which retailers are providing the best customer experiences for today’s multichannel shoppers? This research uses ForeSee’s proven methodology to measure customer experiences with the largest retailers in the United States, focusing on retailer’s three most important customer touchpoints: retail chain stores, e-commerce websites, and mobile experiences.
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TOPICS: Web, Mobile, Stores, Multichannel, Retail & E-Commerce
The Answers™ American Employee Study
DESCRIPTION: The study applies ForeSee’s proven methodology to discover what makes American employees satisfied and engaged, measuring both attitudes and likelihood to engage in specific future behaviors to understand what’s happening with the American employee experience as a whole.
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TOPICS: Employee Satisfaction, Employee Experience Measurement
The ForeSee E-Government Satisfaction Index (Q3 2014)
DESCRIPTION: This report serves as performance benchmark for digital government leaders to help them understand performance from the citizen’s perspective. For Q3 2014, the ForeSee E-Government Satisfaction Index includes aggregate scores from 105 federal government sites and the latest Mobile Federal Government Benchmark.
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TOPICS: Government, Web, Mobile
The ForeSee E-Government Satisfaction Index (Q2 2014)
DESCRIPTION: Every quarter, ForeSee’s E-Government Satisfaction Index shows citizens prefer to get information from federal departments, agencies and programs through digital channels. This quarter’s report provides a complete list and analysis of citizen satisfaction scores for individual federal government websites and ForeSee’s latest Mobile Federal Government Benchmark.
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Topics: Government, Web, Mobile
The ForeSee E-Government Satisfaction Index (Q1 2014)
DESCRIPTION: Are the federal government’s digital initiatives keeping up with rapidly increasing citizen expectations? This report provides a comprehensive reflection of citizens’ experience with the digital arm of the federal government in the first quarter of 2014 and includes citizen satisfaction scores for more than 100 federal websites, comparisons to private-sector satisfaction and details on federal mobile expectations.
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TOPICS: Government, Web, Mobile
The ForeSee E-Government Satisfaction Index (Q4 2013)
DESCRIPTION: How satisfied are citizens with federal government web and mobile sites? This report is a comprehensive reflection of the citizen experience with e-government in 2013.
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TOPICS: Government, Web, Mobile
The ForeSee Experience Index (FXI): 2013 U.K. Retail Mobile Edition
DESCRIPTION: Mobile has grown rapidly as a direct sales channel, but its influence extends even further. We measured the customer experience across the U.K.'s top 10 mobile retail sites and explored how shoppers are using mobile devices to browse, research and purchase goods.
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TOPICS: Mobile, Retail & E-Commerce
The ForeSee Experience Index (FXI): 2013 U.K. Retail Edition
DESCRIPTION: U.K. online retailers experienced the fastest sales growth in more than a decade in 2013. Did their customer satisfaction levels keep pace? Find out why the answer matters more than ever.
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TOPICS: Mobile, Retail & E-Commerce
The ForeSee Experience Index (FXI): 2013 U.S. Retail Edition
DESCRIPTION: Company-level customer satisfaction with the 100 largest online retailers by sales volume is high. But we live in a multichannel world. How do the best retailers on the planet measure up when we look at satisfaction by channel (web, mobile, store and contact center)?
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TOPICS: Web, Mobile, Contact Center, Stores, Multichannel, Retail & E-Commerce
The ForeSee Experience Index: Top 100 Brands Edition
DESCRIPTION: Good customer experiences translate into loyalty, increased sales and recommendations. See how the top 100 brands rank in ForeSee's study, discover how satisfaction is likely to impact the future behaviors of their customers and learn the top drivers of satisfaction for the seven industries we studied.
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TOPICS: Web, Mobile, Multichannel
The ForeSee Mobile Satisfaction Index: Media and Entertainment Edition
DESCRIPTION: Smartphones and tablets are transforming how people digest news, follow sports, and watch TV and movies. While companies must serve advertisers to deliver content, they also must provide satisfying customer experiences to grow revenue. See how 22 U.S. media and entertainment companies with a mobile presence rank.
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TOPICS: Mobile, Media & Entertainment
The ForeSee Mobile Satisfaction Index: Travel Edition
DESCRIPTION: The number of mobile users researching and booking travel on their devices has grown dramatically. See how customers rated the mobile experiences (phones, tablets) of 25 of the top mobile travel sites and apps in the airline, hotel, car rental and online travel agency categories.
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TOPICS: Mobile, Travel & Hospitality
The ForeSee Mobile Satisfaction Index: Financial Services Edition
DESCRIPTION: By 2017, nearly half of all U.S. bank-account holders will use mobile devices for their financial interactions. Now is the time to get the mobile customer experience right! Read how customers rank banks, credit card companies, and brokerage firms today and how financial institutions can improve.
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TOPICS: Mobile, Financial Services
The ForeSee Mobile Satisfaction Index: Retail Edition
DESCRIPTION: As the mobile platform matures and its influence grows, consumer expectations are evolving. The ForeSee Mobile Satisfaction Index, Retail Edition, a scientific benchmark, features an in-depth look at how customers rate their mobile experiences with some of the top U.S. retail companies and explores why satisfaction matters.
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TOPICS: Retail & E-Commerce, Mobile
White Papers
E-Book: Accelerate Your CX Journey
DESCRIPTION: Download this 10-page ForeSee e-book to discover how ForeSee clients are tackling the cross-channel attribution and contribution puzzle using a 3-step approach to achieve CX measurement maturity.
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ForeSee Retail Benchmark Report – August 2016
DESCRIPTION: Learn how ForeSee’s August 2016 Retail Benchmark report can help retailers determine whether the experience they are providing to customers is exceeding or falling short of industry averages and customer expectations.
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The FXI Apparel Report
DESCRIPTION: Learn how apparel and accessories retailers can compete — and win — on customer experience in ForeSee’s latest report: Customer Experience with Apparel & Accessories Retailers, featuring CX data and insights from a subcategory of the most recent ForeSee Experience Index, Retail Edition.
Download Now
The ForeSee Experience Index (FXI) – 2015 Retail Edition
DESCRIPTION: Did major retailers meet and exceed shopper expectations this holiday season? Which brands excelled at providing exceptional customer experiences—and which ones fell flat? Discover who is on top and why in the research commentary for the definitive annual study on the retail customer experience.
Download Now
TOPICS: Web, Mobile, Stores, Multichannel, Retail & E-Commerce
Measuring Employee Experience to Drive Positive Employee Engagement
DESCRIPTION: With Employee Experience Measurement from ForeSee, you can listen to the voice of your employees and confidently identify which steps you should take to foster a more rewarding environment for your workforce. Download the white paper to learn more.
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The ForeSee CXA Methodology White Paper
DESCRIPTION: The ForeSee CXA methodology links customer satisfaction directly to financial outcomes, enabling executives and managers to prioritize investments that will have the biggest impact on the customer experience and future business success. This white paper explains our proven methodology in detail.
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Competing on Customer Experience in the Digital Age
DESCRIPTION: Customer experience is the new battleground for companies seeking competitive advantage. This white paper by John Lovett of Web Analytics Demystified describes how to quantify the digital customer experience and use data to move from insight to action.
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TOPICS: Multichannel
Keeping Pace with Mobile: ForeSee’s Five Tips for a Better Mobile Experience
DESCRIPTION: You've created a mobile site or app. Customers are using it. But, is their experience good, or bad? Is it helping, or hindering, your business? ForeSee has measured what matters to mobile customers for years. Here, we share five tips for creating a better mobile experience.
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TOPICS: Mobile
Responsive Design: Optimizing the Customer Web Experience Across Devices
DESCRIPTION: Your company needs a mobile site, but how should you implement it? Is responsive design the answer? It depends. This paper presents some of the issues you should examine carefully as you consider whether to implement responsive design on your site.
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TOPICS: Web, Mobile