Customer experience reports

In-depth reports looking at customer experience opportunities across multiple industries

Our latest industry report

Hanging on the edge - how current financial services are at risk of falling away

For the first time in decades, existing players in the enormous financial services industry are facing competition from new FinTech businesses. These start ups are delivering services in a more satisfying, fast, and dynamic way to give customers a far superior experience. How can long-standing companies in banking, insurance, investment/wealth management, and payments adapt to deliver a stronger user experience through their services?

Our complete reports archive

2014

 

Travel industry user experience report 2014

Make your digital channels take off! In this report Webcredible benchmarks 9 of the top travel providers against a set of 8 key user experience heuristics. This report will give anyone in the travel industry a guide to improving their customer experience.

Download report  PDF file: 3 MB

 

Higher education industry user experience report 2014

University websites - who's making the grade? This report benchmarks 10 UK universities against 10 key areas of user experience, it is an essential guide for anyone responsible for increasing student uptake at educational institutions.

Download report  PDF file: 1.6 MB

2013

 

Education user experience report 2013

University websites: making the grade? An investigation into the level and importance of user experience for UK universities.

Download report  PDF file: 2.8 MB

2012

 

Omni-channel customer experience report

November 2012

Get ahead of the game and read about how omni-channel can improve your business and marketing strategy by focusing on the customer, not the technology and learn how to implement seamless brand interactions that your customers are demanding.

Download report  PDF file: 3.2 MB

 

Video on Demand

June 2012

This short report aims to review the user experience and digital implementation of the newcomers' platforms, analyse the changes in the market since 2010 and assess how traditional broadcasters have updated their services to meet users growing needs.

Download report  PDF file: 1.2 MB

 

mCommerce customer experience report

June 2012

The mobile shopping behavior report uncovers key drivers and barriers affecting the adoption of smartphones and mCommerce from an in-depth user research study.

Download report  PDF file: 453 KB

2011

 

Multichannel Retail Customer Experience Report

November 2011

This report provides full analysis, guidelines, and real examples that review the state of cross-channel brand experience in the retail sector.

Download report  PDF file: 1.3 MB

 

Flights Online 2011: Ensuring your site takes off

August 2011

The report examines the level of usability and user experience of the top 20 UK travel agent and airline carrier websites. The report analyses each website against our best practice guidelines, and provides a league table showing this year's results and any changes from last year's rankings.

Download report  PDF file: 721 KB

 

360° news provider overview: An independent evaluation of the user experience across channels

July 2011

This report provides full feedback, comparisons and league table ratings for the UK's top 10 written news providers' cross channel experience.

Download report  PDF file: 1.8 MB

 

The Future of Online Content: An International Perspective

March 2011

Reviews the key trends in the consumption of online content, both devices and methods. Analysis of content monetisation models - what works, what doesn't, and why. Examines how the nature of content will change in response to new consumption patterns.

Download report  PDF file: 141 KB

2010

 

Energy and Water Supplier Website Usability

November 2010

Updated version of our annual guide to the best utility sites. The report evaluates the websites of 24 UK energy and water suppliers. Provides essential guidelines for utility websites.

Download report  PDF file: 2.3 MB

 

Ecommerce Usability for High Street Retailers

October 2010

Updated version of our annual guide to the best ecommerce sites. The report assesses the websites of 20 of the UK's leading high street retailers. Provides 20 essential guidelines for ecommerce websites.

Download report  PDF file: 1 MB

 

Video on Demand: Playing Catch Up

October 2010

Assesses the usability of 6 broadcaster VoD websites. Provides 10 essential guidelines for web usability and identifies key trends in VoD websites.

Download report  PDF file: 1.5 MB

 

Local Council Websites: The Devil Is in the Detail

July 2010

Updated version of our annual guide to the best council websites. Assesses the usability of the 20 leading UK council websites and provides 20 essential guidelines to which every council website should adhere.

Download report  PDF file: 1.1 MB

 

World Cup Websites: All to Play For

June 2010

Evaluates the usability of the main World Cup-focused websites. Provides 10 best practice usability guidelines for websites and guidelines that can be transferred to other information-driven sites.

Download report  PDF file: 1.9 MB

 

Flights Online: Ensuring Your Site Takes Off

June 2010

Examines the website usability of 20 UK travel agents and airlines. Provides 20 essential guidelines for flight booking processes and identifies key trends in online travel websites.

Download report  PDF file: 1.1 MB

 

Political Party Websites: Poor Communication with Users

April 2010

Evaluates the usability of the 10 main UK political parties. Provides 20 essential guidelines to which every political party website should adhere. Guidelines can be transferred on to other information-driven sites.

Download report  PDF file: 1.4 MB

 

Ecommerce Accessibility for High Street Retailers

February 2010

Updated version of our annual guide to the most accessible ecommerce sites. Evaluates the website accessibility of the UK's leading high street retailers. Based on real world accessibility (not merely box ticking).

Download report  PDF file: 434 KB

2009

 

Energy and Water Supplier Website Usability

November 2009

Updated version of our annual guide to the best utility sites. Evaluates the websites of 17 UK energy and water suppliers. Provides 20 essential guidelines for utility websites.

Download report  PDF file: 1.2 MB

 

Ecommerce Usability for High Street Retailers

October 2009

Updated version of our annual guide to the best ecommerce sites. Assesses the websites of 20 of the UK's leading high street retailers. Provides 20 essential guidelines for ecommerce websites.

Download report  PDF file: 625 KB

 

Future comparisons: What's next for price comparison websites

August 2009

Comprehensive look at the changing face of price comparison websites. Major UK financial comparison sites featured. Recommendations on how sites can develop to facilitate future growth

Download report  PDF file: 363 KB

 

Local Council Websites: Inching in the Right Direction

July 2009

Updated version of our annual guide to the best council websites. Assesses the usability of the 20 leading UK council websites. Provides 20 essential guidelines to which every council website should adhere.

Download report  PDF file: 1.4 MB

 

Flights Online: Ensuring Your Site Takes Off

April 2009

Updated version of our annual guide to the best flight booking sites. Assesses the website usability of 20 UK travel agents and airlines. Provides 20 essential guidelines for flight booking processes.

Download report  PDF file: 1.1 MB

 

Ecommerce Accessibility for High Street Retailers

February 2009

Updated version of our annual guide to the most accessible ecommerce sites. Evaluates the website accessibility of the UK's leading high street retailers. Based on real world accessibility (not merely box ticking).

Download report  PDF file: 555 KB

 

Screen Reality: 3 Screen Convergence in 2009

January 2009

Comprehensive look at previous and current converged services. PC, TV and mobile platforms covered. Predictions on likely developments in converged services.

Download report  PDF file: 130 KB

2008

 

Energy and Water Supplier Website Usability

November 2008

Updated version of our annual guide to the best utility sites. Evaluates the websites of all the UK's energy and water suppliers. Provides 20 essential guidelines for utility websites.

Download report  PDF file: 1.1 MB

 

Ecommerce Usability for High Street Retailers

October 2008

Updated version of our annual guide to the best (and worst) ecommerce sites. Assesses the websites of 20 of the UK's leading high street retailers. Provides 20 essential guidelines for ecommerce websites.

Download report  PDF file: 885 KB

 

Local Council Websites: Good, But No Cigar

June 2008

Updated version of our annual guide to the best council websites. Assesses the usability of the 20 leading UK council websites. Provides 20 essential guidelines to which every council website should adhere.

Download report  PDF file: 2.4 MB

2007

 

Ecommerce Accessibility for High Street Retailers

December 2007

Evaluates the accessibility of the UK's leading high street retailers' websites. Provides 20 essential accessibility guidelines for ecommerce websites. Based on real world accessibility (not merely box ticking).

Download report  PDF file: 936 KB

 

Ecommerce Usability for High Street Retailers

October 2007

Updated version of our annual guide to the best (and worst) ecommerce sites. Assesses the websites of 20 of the UK's leading high street retailers. Provides 20 essential guidelines for ecommerce websites.

Download report  PDF file: 1.7 MB

 

Energy and Water Supplier Website Usability

October 2007

Evaluates the websites of all the UK's energy and water suppliers. Provides 20 essential guidelines for ecommerce websites. Guidelines can be transferred across other information and transaction-based sites.

Download report  PDF file: 1.9 MB

 

Local Council Websites: Design by Committee?

August 2007

Assesses the usability of the 20 leading UK council websites. Provides 20 essential guidelines to which every council website should adhere. Guidelines can be transferred on to other information-driven sites.

Download report  PDF file: 2.4 MB

 

Driving Online Sales for Motor Insurance

April 2007

Assesses the usability of 20 major UK car insurance providers' websites. Provides 20 essential guidelines for the quote process. Guidelines can be transferred across most online applications and transactions.

Download report  PDF file: 1.2 MB

 

Ecommerce Usability for Valentine Etailers

February 2007

Evaluates the websites of 20 of the UK's leading Valentine etailers. Uses the same ecommerce guidelines as the High Street Retailers report. Provides 20 essential guidelines for ecommerce websites.

Download report  PDF file: 1.5 MB

2006

 

Ecommerce Usability for High Street Retailers

November 2006

Evaluates the websites of 20 of the UK's leading high street retailers. Provides 20 essential guidelines for ecommerce websites. Based on usability testing with over 1000 participants.

Download report  PDF file: 1.64 MB

 

Online Travel Sector Usability Report

September 2006

Offers top 10 guidelines for an online flight booking process. Also provides 11 bonus guidelines and ideas. Guidelines are transferable to other online travel sectors.

Download report  PDF file: 529 KB

2005

 

Web Usability Guide

April 2005

Comprehensive introduction to usability. Expert guidelines on web writing and ecommerce. Learn how to plan, run and analyse usability tests. 

Download report  PDF file: 277 KB

2004

 

Web Accessibility Guide

July 2004

Comprehensive introduction to accessibility. Learn what web accessibility actually is. Find out what your legal requirements are.

Download report  PDF file: 243 KB

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