What Drives Customer Satisfaction in
Leading Industries?
Monitoring customer satisfaction is critical for the success of both private sector and government organizations. If you work in the private sector, you should know that companies with high degrees of customer satisfaction consistently realize greater financial returns. An increasing number of government agencies assess their websites’ performance in terms of customer satisfaction as measured by the ACSI.
ForeSee Results provides industry-specific satisfaction intelligence for more than 20 industries. These industries represent a wide variety of:
- Website types (educational, e-commerce, news & information, transaction, etc.)
- Audiences (business-to-consumer, business-to-business, intranets, and extranets)
- Phases of the Online Experience (browsing, check-out process, e-newsletters, etc.)
Here's how leading companies link their web initiatives to customer behavior…both online and off-line:
Solutions by Industry
- Retail
- Financial Services / Insurance
- Consumer Packaged Goods / Consumer Durables
- Media / Content websites
- Business-to-Business
- Government
Solutions by Need
- Measurement of full purchase lifecycle
- Site Relaunch
- Prioritization of site enhancements
- Identification and segmentation analysis of site visitors
- Evaluation of web-based marketing programs
- Evaluation of functionality and paid content
- Website performance measurement
Retail
Successful retail operations know the lifetime value of satisfying their customers. When the competition is only one mouse-click, phone call, or price-point away, keeping customers highly satisfied is absolutely critical to long-term success. ForeSee Results measures the full purchase lifecycle (browsing, checkout, post-purchase, fulfillment, post-use) to help clients understand how to improve acquisition, conversion, retention and loyalty.
Financial Services /Insurance
For many financial services companies, the online channel represents an opportunity to make customers more loyal, to increase share of wallet, service customers more conveniently and cost-effectively and nurture long-term loyalty. ForeSee Results helps financial companies profile who’s coming to the websites and why, gauge how well the website is meeting customers’ needs and expectations, and project how improving the online experience will impact the customer relationship.
Consumer Packaged Goods / Consumer Durables
CPG and product companies face unique challenges measuring the contribution of their website to their corporate goals and financial results. ForeSee Results can help companies evaluate acquisition programs that don’t result in a sale online or a trackable purchase at retail through measuring and projecting customer satisfaction’s influence on customer behavior. The online channel may also play a critical role in relationship marketing programs, affording a timely, cost-efficient medium for capturing direct customer feedback.
:: Learn more about solutions developed specifically for these sites.
Media/Content Websites
As media companies weigh the best ways to monetizing their websites (through paid content and advertising, search marketing, etc.), ForeSee Results can help them identify ways to improve satisfaction that will have the greatest impact on acquisition, retention of a loyal audience and revenue. ForeSee Results can also provide insights into audience segments’ expectations and needs that will help companies attract key site visitor segments that are most important to them.
Business-To-Business
Many companies leverage their web presence to support a sale in ways that are hard to quantify which makes it difficult to gauge the true contribution of the website to the sales process and to the company’s bottom line. ForeSee Results can help identify who’s coming to the site and why, gauge what’s driving satisfaction with specific target audiences and what improvements should be made that will generate the greatest return in terms of lead generation, self-service, etc.
Government Agencies
The President's Management Agenda requires federal government agencies to improve the way they deliver service to the public it serves. By reviewing instant feedback from citizens, government agencies can get a true picture of what's working—and what's not—so they can immediately respond to their constituencies.
The internet provides agencies with new and more efficient ways to interact with the public. By using the ASCI Methodology, government agencies can have instant access to online customer satisfaction information that is actionable, scientific, and predictive.
Solutions by Need:
Measure Customer Experience With An Actionable Customer Metric
Measurement of the Full Purchase Lifecycle
We help hundreds of clients address multiple needs and business objectives through ACSI-based online customer satisfaction measurement. Here are some examples:
Measurement of the Full Purchase Lifecycle
The goal of your commerce website is to move site visitors to customers, and infrequent customers to loyal, long-term buyers. Measurement throughout the stages of the full purchase lifecycle can identify gaps in service and opportunities for improvement – to enhance your customer relationships. ForeSee Results deploys specific survey models to measure browsing, check-out, shopping cart abandonment and post-fulfillment, and even, post-use and product support.
Site Relaunch
Benchmarking customer satisfaction before a relaunch allows web managers an opportunity to understand how the old site is performing, what needs improvement from the customer perspective and how improvements will impact visitor behavior. Satisfaction analysis may validate planned changes or re-prioritize them based on projected impact on satisfaction and customer behavior. Once the site is launched, ongoing satisfaction analysis tracks the impact of improvements – both overall and for selected target audience segments.
Prioritization of Site Enhancements
If you know you need to improve your website, but don’t know where to focus, ForeSee Results can help. We analyze specific drivers of satisfaction their impact on overall satisfaction and future behaviors so web managers can identify and prioritize which enhancements will have the greatest impact on customer behavior. The proven cause-and-effect ACSI methodology affords accurate, credible projections based on a decade of empirical evidence.
Identification and Segmentation Analysis of Site Visitors
Segmenting site visitors through profiling questions or customer IDs enables web managers to zero in on specific groups with the greatest opportunity to influence their behavior. For instance, evaluating satisfaction of first-time site visitors vs. returning visitors can highlight the things that need to be improved to increase acquisition, foster brand loyalty and build traffic.
Evaluation of Web-based Marketing Programs
You’re spending a lot on online marketing, but don’t know if your marketing dollars are having an impact. Marketing programs like search marketing, banner advertising, couponing, etc. drive visitors to a website but may not result in an action you can track directly to a sale. We can use profiling questions and clickstream data to understand the quality of traffic you’re driving to your site and the impact of marketing programs on driving site visitors’ satisfaction and their future behavior.
Evaluation of Functionality and Paid Content
We can perform satisfaction segmentation analysis to identify whether site visitors who have viewed specific content or used specific applications or features are more likely to return, purchase and/or refer others to the website. You can use this analysis to build a business case for maintaining or expanding elements of the website that increase satisfaction and influence customer behavior.
Website Performance Measurement
When direct commerce isn’t the goal of a website, it can be virtually impossible to quantify the value of the website to the intangible benefit of building customer relationships. Measuring customer satisfaction on the website using the ACSI methodology affords scientific, credible data that projects the impact of satisfaction on loyalty behaviors: purchases through another channel, preference of a brand over others in the category, etc. There are no other performance analytics that reliably tie customer satisfaction to financial performance for channels outside the web for your own customer base
NEW! Free Reports from ForeSee ResultsForeSee Results works in partnership with leading industry organizations to produce original research on the state of online customer satisfaction in key industries, including retail and financial services. Download your copy today! |
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