Report: Evaluating Online Store Locators

We just published a new report, Online Store Locators Miss A Key Part Of The Experience.

The report evaluated the online 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) using our SLICE-B experience review methodology. The report has 12 figures which provide details of the reviews and highlights several best practices that we found.

Here’s the executive summary:

Just about every bank and retailer provides a store or branch locator on its site. But how user-friendly are the experiences? Mostly mediocre. Temkin Group evaluated 10 large retailers and banks using its SLICE-B experience review methodology. Wells Fargo ended with the only “excellent” rating and Target was alone at the bottom with a “poor” rating. All of the sites struggle to support user’s goals after they find the nearby stores.

Download report for $195

Here are the overall results from the evaluations:

Download report for $195

The bottom line: Are you doing a good enough job helping people find your locations?

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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