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Based on data gathered during 2013's holiday shopping season, ForeSee, the global leader in technology-driven customer experience analytics, today released the ForeSee Experience Index (FXI): 2013 U.S. Retail Edition, which features company-level and channel-specific customer satisfaction analysis for the top 100 U.S. retailers.
The new FXI Retail report offers a comprehensive view of satisfaction at the company-level and across every applicable sales channel including store and contact center as well as web and mobile. The study is based on more than 67,600 surveys collected between Nov. 29 and Dec. 17, 2013, for the 100 biggest U.S. retailers as reported by the Fortune 500 and Internet Retailer's top 100 websites. Retailers listed in this report include Amazon, Dell, L.L.Bean, Apple, QVC, Keurig, Costco, Ralph Lauren, Victoria's Secret, Barnes & Noble, eBay, Groupon, Family Dollar, Best Buy, Toys "R" Us, Zulily and others.
"The results of ForeSee's most comprehensive holiday report provide interesting insights into the holiday shopping experience," said Larry Freed, president and CEO of ForeSee. "The data shows that customer loyalty for retailers is on the decline, yet consumers are satisfied with the top retail brands and had the best experience with retailers who mastered the multichannel experience. While Amazon continues to reign supreme across multiple channels, several retailers have identified critical drivers for increased sales and have made great strides to improve the multichannel customer experience, setting themselves up for success into 2014."
To download the report click HERE.