| Browse |
Measures satisfaction with a
site that offers online shopping. |
Web |
Consideration |
| Cart Abandon |
Measures satisfaction with a
site that offers online shopping, among visitors who placed items into the
shopping cart but did not enter the checkout process. |
Web |
Purchase |
| Checkout Abandon |
Measures satisfaction with a
site that offers online shopping, among visitors who entered the checkout
process but did not complete a purchase. |
Web |
Purchase |
| Purchase |
Measures satisfaction with a
site that offers online shopping, among visitors who completed a purchase. |
Web |
Purchase |
| Digital Contribution |
Measures the customer
experience by linking each visitor’s digital experience to their post-visit
journey. |
Web |
Consideration |
| Shipping Returns |
Measures satisfaction with a
shipping return process. |
Web |
Purchase |
| Gift Registry |
Measures satisfaction with a
gift registry site/component of a site. |
Web |
Consideration |
| Rewards Management |
Measures satisfaction with a
web site or area of a web site for use by participants in a loyalty rewards
program. |
Web |
Loyalty |
| Account Management |
Measures satisfaction with a
secured account management web site or area of a site, including the ability
to conduct transactions and complete account tasks. |
Web |
Service |
| Online Support |
Measures satisfaction with a
web site or area of a web site designed for visitor self-service support and
troubleshooting. |
Web |
Service |
| Community |
Measures satisfaction with a
web site or area of a web site for use by members of a community of
participants with shared interests. |
Web |
Corporate |
| Informational |
Measures satisfaction with a
site whose purpose is to provide information about an organization, its
mission, products, or services. |
Web |
Awareness |
| News & Content |
Measures satisfaction with a
web site or area of a site intended to provide news or aggregated content. |
Web |
Awareness |
| Job Seeker |
Measures satisfaction with a
career site among job seekers. |
Web |
Corporate |
| Job Recruiter |
Measures satisfaction with a
career site among recruiters / companies that post jobs. |
Web |
Corporate |
| Intranet |
Measures satisfaction with a
web site intended for use by employees within an organization. |
Web |
Corporate |
| Browse |
Measures satisfaction with a
mobile site that offers online shopping. |
Mobile |
Consideration |
| Cart Abandon |
Measures satisfaction with a
mobile site that offers online shopping, among visitors who placed items into
the shopping cart but did not enter the checkout process. |
Mobile |
Purchase |
| Checkout Abandon |
Measures satisfaction with
mobile a site that offers online shopping, among visitors who entered the
checkout process but did not complete a purchase. |
Mobile |
Purchase |
| Purchase |
Measures satisfaction with a
mobile site that offers online shopping, among visitors who completed a
purchase. |
Mobile |
Purchase |
| Digital Contribution |
Measures the customer
experience by linking each visitor’s digital experience to their post-visit
journey. |
Mobile |
Consideration |
| Gift Registry |
Measures satisfaction with a
mobile gift registry site/component of a mobile site. |
Mobile |
Consideration |
| Rewards Management |
Measures satisfaction with a
mobile site or area of a mobile site for use by participants in a loyalty
rewards program. |
Mobile |
Loyalty |
| Account Management |
Measures satisfaction with a
secured account management mobile site or area of a mobile site, including
the ability to conduct transactions and complete account tasks. |
Mobile |
Service |
| Informational |
Measures satisfaction with a
mobile site whose purpose is to provide information about an organization or
its mission, products, or services. |
Mobile |
Awareness |
| News & Content |
Measures satisfaction with a
mobile site or area of a mobile site intended to provide news or aggregated
content. |
Mobile |
Awareness |
| Search |
Measures satisfaction with the
search feature on a web site. Includes search tools (e.g. find a doctor) |
Functional |
Service |
| Online Process |
Measures satisfaction with an
online process, such as a request for quotation, cost estimator, credit
application, etc. |
Functional |
Service |
| Online Process Abandon |
Measures satisfaction with an
online process, among visitors who began but did not complete a process (e.g.
request for quotation, credit application, etc.) |
Functional |
Service |
| Promotional |
Measures satisfaction with a
dedicated promotional site or microsite. |
Functional |
Awareness |
| Home Delivery |
Measures satisfaction with the
experience of receiving an order. |
Fulfillment |
Purchase |
| In-Location Pick Up |
Measures satisfaction with the
in-location pickup experience. |
Fulfillment |
Purchase |
| Sales - Telephone |
Measures satisfaction with a
live agent telephone order experience. |
Contact Center |
Service |
| Service - Telephone |
Measures satisfaction with a
live agent telephone customer care experience. |
Contact Center |
Service |
| Sales & Service - Telephone |
Measures satisfaction with a
phone interaction – nonspecific to the type of call (sales or customer care). |
Contact Center |
Service |
| Service - Live Chat |
Measures satisfaction with a
live chat customer care experience. |
Contact Center |
Service |
| Service - Email |
Measures satisfaction with
email/e-service customer care experience (messages back and forth via online
form). |
Contact Center |
Service |
| Service - IVR |
Measures satisfaction with a
self-service IVR experience. |
Contact Center |
Service |
| In-Location Purchase |
Measures satisfaction with the
in-location experience among purchasers only. |
Store |
Purchase |
| In-Location Browse |
Measures satisfaction with the
in-location experience among primarily non-purchasers, but can include
purchasers. |
Store |
Consideration |
| In-Location Returns |
Measures satisfaction with an
in-location return or exchange process. |
Store |
Purchase |
| In-Location (IVR) |
Measures satisfaction with an
in-location experience deployed via IVR. |
Store (IVR) |
Service |
| Corporate Level Employee |
Measures satisfaction with
employer among corporate employees. |
Employee |
Corporate |
| Store/Agent Level Employee |
Measures satisfaction with
employer among store associates or agents. |
Employee |
Corporate |
| Email Newsletter |
Measures satisfaction with an
email newsletter |
Email |
Awareness |
| Promotional Email |
Measures satisfaction with a
promotional email. |
Email |
Awareness |
| Customer Relationship - No
Panel |
Measures satisfaction with the
customer's overall relationship with the company. |
CRM (No Panel) |
Loyalty or Service |
| Customer Relationship - Panel |
Measures satisfaction with the
customer's overall relationship with the company, fielded via a panel. |
CRM (W/Panel) |
Loyalty or Service |
| Competitor - Panel |
Measures satisfaction with sites of competitors for benchmarking. |
Competitor (W/Panel) |
Corporate |
| Loyalty - No Panel |
Measures satisfaction with a
loyalty rewards program among members. |
Loyalty (No Panel) |
Loyalty |
| Loyalty - Panel |
Measures satisfaction with a
loyalty rewards program among members, fielded via a panel. |
Loyalty (W/Panel) |
Loyalty |
