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 [...]

Online Spend Europe

UK shoppers accounted for almost a third of all European sales, according to new research.
UK consumers spent £38bn online in 2009, an average of £1,102 per shopper, according to the Centre for Retail Research (CRR).
Online sales now account for almost 10% of total retail sales in the UK, Germans were the next most prolific spenders [...]

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 [...]

Poor weather extends the internet Christmas shopping boom

There still seems to be no sign of the festive online shopping boom tailing off, with figures from John Lewis and price comparison service InvisibleHand both indicating on-going growth in the market.
John Lewis’ latest weekly trading figures show that online sales were up by over 50% on a year ago. “It is in weeks such [...]

Shoppers spend 94% more per order online in 2009

Coremetrics Benchmark Survey of 150 top online retailers in the UK reveals online shoppers favour the end of the week and are ordering more goods with a higher average item value.

The average online order has increased 54 percent since 2007.  However, the effect of the recession on consumer spending last year is clearly visible [...]

fhios Mobile Application Review – Rightmove

By Dan Marley
Senior Research Consultant
at fhios.
What is it?
Rightmove Apple Application
Purpose?
Provide the ability for users to search property for rent or for sale.
Download?
Free. Does not require Wi Fi connectivity
Overview
This application has received good reviews on the application store and generally is seen to have few faults.
So what does it do?
The functionality of this application is [...]

Customer Satisfaction for the Top 40 UK Online Retailers Christmas 2009

Company Name
Satisfaction 2008
Satisfaction 2009
Point change
% change

Amazon U.K.
78
83
5
6.4%

Play.com
78
79
1
1.3%

QVC U.K.
70
78
8
11.4%

John Lewis
68
77
9
13.2%

M & M Direct
67
76
9
13.4%

Apple.com U.K.
71
76
5
7.0%

Boots
68
75
7
10.3%

HMV
69
75
6
8.7%

eBay U.K.
72
75
3
4.2%

Waterstone’s
68
74
6
8.8%

ASOS
70
74
4
5.7%

Ebuyer
70
74
4
5.7%

Screwfix Direct
71
74
3
4.2%

New Look
NA
73
NA
NA

Sainsbury’s
NA
73
NA
NA

Marks & Spencer
68
73
5
7.4%

ASDA (Wal-Mart)
69
73
4
5.8%

Argos
70
73
3
4.3%

Tesco Direct
65
72
7
10.8%

Dell U.K.
NA
71
NA
NA

Debenhams
61
71
10
16.4%

Next
66
71
5
7.6%

IKEA
NA
70
NA
NA

Topshop
NA
70
NA
NA

WHSmith
62
70
8
12.9%

River Island
63
69
6
9.5%

O2 Shop
NA
68
NA
NA

The Orange Shop
60
68
8
13.3%

Comet
61
68
7
11.5%

Halfords
NA
67
NA
NA

Homebase
NA
67
NA
NA

PC World
60
67
7
11.7%

Kays
61
67
6
9.8%

La Redoute
62
67
5
8.1%

Dixons
NA
66
NA
NA

Currys
60
66
6
10.0%

Freemans
62
66
4
6.5%

Littlewoods
62
66
4
6.5%

Ticketmaster U.K.
NA
65
NA
NA

B&Q
60
65
5
8.3%

Top 20 retail sites: UK

Search terms ranked by visits for week ending 14th Nov 2009

eBay UK – 19.05%
Amazon UK – 6.25%
Argos – 2.28%
Play.com – 1.87%
Marks & Spencer – 1.13%
Tesco.com – 1.07%
Tesco Direct – 0.91%
Amazon.com – 0.89%
eBay.com – 0.86%
John Lewis – 0.82%
Next – 0.76%
HotUKDeals – 0.64%
Sainsbury’s – 0.6%
Gumtree – 0.55%
ASOS – 54%
GAME – 54%
HMV.com – 52%
Tesco entertainment – 52%
ASDA – [...]