ePerformance Observatory

News

Online surveys : new limits in the declarative methods !

With fidelity at stake, the results of the latest e-Customer Service Index (eCSI) show that consumer satisfaction with online shopping services has dropped once again and is now at its lowest since levels were first recorded in April 2006 (eDigitalResearch and IMRG august 2009). However, are the satisfaction data available today collected via online questionnaires reliable enough?
The e-Performance Observatory pinpoints average differences of more than 25 % when confronting the satisfaction expressed by users and the actual performance measured via their ability to achieve tasks online. Such findings are even more important for web sites with a high level of branding awareness. To optimise the conversion potential of a site, the common single “satisfaction barometer” could turn into a seriously misleading driver, leaving project managers unable to see the trees for the wood.

actualit

09/05/2009

e-commerce High tech in Europe : cash in on lost opportunities

How efficient is the customer journey online to secure the conversion rate ? Focusing on the High-Tech retailers, the results of the e-Performance Observatory show how much room for straightforward improvement is actually available with maximum potential return! With only 41% of people completing the task online of finding an iPod Nano and its case, there are many reasons to look for improvements to maximise the potential of each visitor.

26/09/2008

Online supermarkets in France

It’s a first in all senses of the term. In evaluating the strengths and weaknesses of France’s five leading online supermarkets using information gathered about the customer experience of 1,000 online consumers, the Observatory has been able to gain insight into the performance of the internet as a sales medium. With an average performance rate of 55% or just over half of web surfers succeeding in achieving the assigned tasks, it looks like there’s a lot of optimisation work to be done...