Temkin Group Finds That Online Store Locators Deliver Mostly Mediocre Experiences
New Temkin Group Research Analyzes the Website Experiences of 10 Large Banks and Retailers Using Its SLICE-B Methodology
Newton, MA, December 15, 2010 --(PR.com)-- In a new research report called “Online Store Locators Miss a Key Part of the Experience,” Temkin Group evaluates the Website experience of five large retailers (Home Depot, Kroger, Target, Walgreens, and Walmart) and five large banks (Bank of America, Citibank, Chase, US Bancorp, and Wells Fargo). The research examined the experience of a customer trying to locate a nearby store or branch.
"Helping customers find a location is a critical goal, but most websites have some serious flaws,” stated Bruce Temkin, Customer Experience Transformist and Managing Partner of Temkin Group.
Wells Fargo’s website led the pack with the only “excellent” rating and Chase received the only “Good” rating. Target’s website experience came in at the bottom with the only “Poor” rating while the rest of the sites ended with “Mediocre” ratings.
Temkin Group’s evaluations were based on its SLICE-B methodology, which looks at six elements of the experience: Start, Locate, Interact, Complete, End, and Brand Coherence. All of the sites failed on the “End” criteria; they were unable to satisfy a user who wants to send the information she finds to her cell phone.
According to Temkin: “Companies need to think through the entire flow of customer needs. Finding a store location online is only the first part of a larger goal for a customer.”
This report can be accessed from the Temkin Group website at http://www.temkingroup.com or from the blog, Customer Experience Matters, at http://experiencematters.wordpress.com.
For more information about Temkin Group, visit http://www.temkingroup.com.
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"Helping customers find a location is a critical goal, but most websites have some serious flaws,” stated Bruce Temkin, Customer Experience Transformist and Managing Partner of Temkin Group.
Wells Fargo’s website led the pack with the only “excellent” rating and Chase received the only “Good” rating. Target’s website experience came in at the bottom with the only “Poor” rating while the rest of the sites ended with “Mediocre” ratings.
Temkin Group’s evaluations were based on its SLICE-B methodology, which looks at six elements of the experience: Start, Locate, Interact, Complete, End, and Brand Coherence. All of the sites failed on the “End” criteria; they were unable to satisfy a user who wants to send the information she finds to her cell phone.
According to Temkin: “Companies need to think through the entire flow of customer needs. Finding a store location online is only the first part of a larger goal for a customer.”
This report can be accessed from the Temkin Group website at http://www.temkingroup.com or from the blog, Customer Experience Matters, at http://experiencematters.wordpress.com.
For more information about Temkin Group, visit http://www.temkingroup.com.
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Temkin Group
Bruce Temkin
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www.temkingroup.com
Bruce Temkin
617-916-2075
www.temkingroup.com
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