Customers are interacting with companies every day and, in many ways, user experience comes down to the good, the bad and the ugly. Although many retailers have learned what works and what doesn’t for their ecommerce customers, improving on that customer experience is an ongoing process even for the best of the best. While satisfaction is strong across the board, mobile web and apps deliver a less satisfactory experience for online shoppers. A summation of the results reveals satisfaction patterns across three distinct shopping experiences.
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