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

28/06/2010

Tourisme : une expérience client révélatrice des enjeux du web

800 internautes ont testé 6 sites de l’univers du Tourisme en ligne actifs dans la vente de la «destination France» aux internautes français : Belambra, Expedia, Lagrange, Pierre & Vacances, Travel Horizon, Voyages SNCF - un mix d’hébergeurs et de distributeurs. Alors que ces sites proposent des offres larges supportées par des campagnes de communication régulières, comment la navigation et la prise en main de ces sites sont-elles vécues par les participants ?

caddie

07/06/2010

Multimédia : 5 sites du Top 15 du e-commerce évalués

800 internautes ont testé 6 sites parmi les plus connus du paysage Internet français positionnés dans la vente de produits multimédia et culturels : Amazon, CDiscount, FNAC, Pixmania, Rue du Commerce et Surcouf. Alors que la notoriété de ces sites n’est plus à faire, quelle a été la qualité de l’expérience client pour les participants qui ont navigué sur ces sites ?

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.