Your Digital Performance KPI based on customer feedback
Structurally optimize online conversion based on the customer feedback of hundreds of potential customers.
The right improvements for maximum impact
Prioritize backlogs: know where to improve your digital customer journeys for maximum impact.
Available in tailored reports & interactive dashboards
We deliver in customized tailored reports combined with energetic action workshops and we unlock the Benchmark via handson interactive Dashboarding.
How We Do It
The Research Setup
We ask at least 200 consumers per device to go online, search, and choose for a product or service, based on a realistic task. Who do they find? What do they experience when it comes to Brand, Product Offer, and Look & Feel?
And… Who do they choose? Why? Or why not? This information and more is captured, quantitatively and qualitatively with our in-house questionnaire and software.
The WUA Digital Sales Model consists of three themes in both the First Impression and the Further Look phase of the customer journey.
Per phase, all three themes consist of a set of open-ended and closed questions on information, products offered, contact options and brand image.
By Look & Feel of a website, we mean the technical operation of the website and the way the products and services are shown. Does the way the website works make sense? Can consumers find the most relevant information at a single glance? Does the website look attractive to the visitor? These aspects are often crucial in making a final choice for a product or service.
Offer includes everything that has to do with a provider’s product or service. This is not just the number of products and prices, but also about how easy it is for the visitor to find the options relevant to them. Immediately after arriving on the website, the thoughts that the visitor forms– the idea that the products they’re looking for can be found here – needs to be confirmed.
An online consumer wants to feel the company behind the website is trustworthy. In order to be taken seriously, a brand needs to make sure there are no contradictions in the way it presents itself. Successful brands have a consistent, credible, relevant, clear promise, and take good care of its customers. A part of this is being open to contact and dialogue.
What a Digital CX Benchmark study means for your online sales
Are you wondering how you can improve your websites’ conversion rate based on client feedback? Do you want to boost online sales? Take a global perspective on your digital customer experience against the competition with our international Digital Experience Benchmark and beat the best in digital.
Get started for free and discover the dashboards
relevant to your customer journeys.