The ForeSee Experience Index is based on 67,600 surveys collected between November 29 and December 17, 2013 for the 100 biggest U.S. retailers as reported by the Fortune 500 and Internet Retailer’s top 100 websites, the five-part report features Company-level and channel-specific (Web, Mobile, Store, and Contact Center) customer satisfaction analysis for the top U.S. retailers. Download the infographic for a summary. Download the full report: http://bit.ly/RetailFXI13

1. THE MULTICHANNEL CUSTOMER EXPERIENCE MATTERS
THE FORESEE EXPERIENCE INDEX (FXI): 2013 U.S. RETAIL EDITION
Today’s multichannel, multi-device customers interact with companies at every engagement point without giving it a
single thought. They expect consistency in every facet of their experience, regardless of the touchpoint.
MORE CHANNELS, MORE SATISFACTION
SAT
85
SAT
82
Customers of the measured
retailers are significantly
more satisfied the more
channels they use to interact
with the company.
SINGLE CHANNEL USERS
PERCEPTION IS REALITY
TWO OR MORE CHANNELS
90
AMAZON
NOW MORE THAN EVER!
Sales and revenue numbers are useful tools, but
the only metric that accurately predicts future
sales, loyalty, and recommendations is a scientific
measure of satisfaction with the multichannel
customer experience.
Satisfied customers are:
89
APPLE
88
QVC
76
Savvy multichannel companies understand that
customers view their experience with a company as just
that – an experience with a company, not an individual
channel. Amazon consistently sets the bar, while
other retailers may be lacking a cohesive strategy for
multichannel success.
SATISFACTION MATTERS
89
PUBLIX
PRICELINE
LOWEST
TOP COMPANIES
71 71 72
64
%
%
%
more committed
to the company
overall
more likely to
purchase from the
retailer again
%
more likely to
purchase more
To read the full report and see how your company stacks up, visit foresee.com/nrf2014/fxi
To learn more about how ForeSee can help you improve your multichannel strategy, visit www.foresee.com/multichannel
Source: The ForeSee Experience Index (FXI): 2013 U.S. Retail Edition
69
%
more likely to
recommend the
retailer to others