UX & NPS Benchmark Report for Mass Merchant Websites (2021)

UX & NPS Benchmark Report for Mass Merchant Websites (2021)

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Product Description

An analysis of 462 participants on nine popular mass merchant websites: Amazon, CVS Pharmacy, Kohl’s, Macy’s, Rite Aid, Target, Walgreens, Walmart, Wayfair.

This report contains UX benchmarks (SUPR-Q, Net Promoter Scores, and UX-Lite), Areas of Improvement, and Key Driver Analysis.

Table of Contents

  • Executive Summary
  • Study Design Details
  • SUPR-Q & NPS Summary
  • Key Findings: SUPR-Q & NPS
  • Estimated SUS Scores
  • UX-Lite
  • Overall Website Brand Attitude
  • Platform Usage & Past Experience
  • Likelihood for Continued Use
  • Attitudes for Discontinued Use
  • Key Drivers of UX Quality
  • SUPR-Qm Mobile App Scores
  • Areas for Improvement
  • Verbatim Comments & Think Aloud Recordings
  • Historical Comparisons (2016 vs 2021)
  • Appendix: Demographics

 

Individual License: provides one person within an organization access to the license.

Site License: provides multiple people within the organization access to the license.

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