Winners and Losers: Customer Experience among the top 8 travel sites

With 1 in 4 people looking to spend less on their travel by as much as 50% this year, travelers are flocking online to find the best deals. More than ever, it’s imperative that travel companies capture the growing online bookings market by providing an optimum online customer experience.
At One to One [...]

£5.65 billion per year lost to poor web experiences

Consumers are abandoning online transactions due to poorly performing websites, according to recent research by Hostway and Zeus Technology retailers could possible be losing up to £5.65 billion per year in lost sales.
The survey of 2,033 consumers highlighted that on average consumers abandoned 5.5 online transactions per person over the last 12 months. With [...]

OTOinsights presents: “Winners & Losers” -The Top 8 Travel Websites

One to One Travel and the newly expanded OTOinsights present their webinar “Winners & Losers” – The Top 8 Travel Websites.This presentation showcases our latest customer experience research findings for eight international travel sites, focusing on the booking processes, usability issues, design and branding.
View what best practices can be gleaned from [...]

UK Broadband satisfaction study

A study has revealed how satisfied customers in the UK are with their broadband service.
The study was based on over 180,000 unique satisfaction ratings.
Nationally the average figure for broadband satisfaction was 57%, with 14% saying they were dissatisfied.
RESULTS
1.       North West -60 -13
2.       North East – 58 – 14
3.       West Midlands – 58 – 13
4.       London [...]

Understanding Consumer Emotions to Deliver a Better Customer Experience – Neuromarketing Seminar

OTOinsights and fhios, we would like to invite you to the following free event hosted by Jeremi Karnell, Dr. Philip Rhodes and Dan Berlin.
Event Details
Date: 29th March 2010
Time: 13:30 – 16:30
Venue: The Design Council, Covent Garden, London (MAP)
Registration
To register for this free event please visit our registration page

We recommend that you register as soon as [...]

1 Bad call centre experience = 68% defection rate

A survey commissioned by Teleperformance has revealed that a single negative experience with a customer call centre is likely to cause 68% of the respondents to take their business elsewhere.
The survey conducted by YouGov, looked at over 1,000 US adult consumers, with the results also revealing that consumers expect excellent service in return for brand [...]

Mobile Application Review – Google Finance

By Martin Rosenmejer,
User Experience Research Consultant
at fhios.

What is it?
Google Finance application for Android.
Purpose
Provides updated stock information and financial news from a portfolio selected created by the user.

Download?
Free. Downloaded from the Android Market app store.

Overview
The Google Finance app because it is very popular among Android users.

So what does it do?
The Finance [...]

Making Users Buy Online – The Importance of Building Online Trust

By Martin Rosenmejer,
User Experience Research Consultant
at fhios.
With online sales rising to 9.8% of the total retail sales in the UK in 2008* and 12.6% of businesses selling online (Office of National Statistics), the role of company websites is still enhancing often becoming a central part of the offered customer experience.
In order to make people purchasing [...]

fhios mobile handset review – HTC Touch2

By Jenefer Yeung
Senior User Experience Consultant
at fhios.

As a touchscreen phone the HTC Touch2 has kept physical keys to clearly indicate:

‘Call’ (fig. 1)
‘End call’ (fig. 2)
‘Power on’ (fig. 1)
‘Power off’ (fig. 2)

This is particularly helpful to those who are less familiar with using a touchscreen phone and helps them to visually [...]

Websites lose out on 8m people due to Accessability issues

Public sector and corporate websites could be turning away almost eight million people (17 per cent of adults)* if they fail to meet the latest accessibility guidelines, reveal new figures from national employment charity Shaw Trust.

The research, conducted for Shaw Trust by YouGov, shows almost one sixth of the population have health conditions, including [...]