Ace Hardware Uses Scientific Tool
from ForeSee Results to Measure
Online Customer Satisfaction
ANN ARBOR, MI (July 19, 2007) - Ace Hardware has tapped ForeSee Results to provide a scientific tool to assess customer satisfaction of visitors to its website, www.acehardware.com.
“Our website is increasingly important to our multi-channel sales strategy, so we’re pleased to now have a reliable metric to measure its success,” said Mark Lowe, Senior Interactive Market Analyst for Ace Hardware.
Using the proven methodology of the American Customer Satisfaction Index (ACSI), ForeSee Results measures the satisfaction of website visitors at two critical stages of the customer relationship: when they are browsing the site and after they’ve purchased a product. In both cases, the cause-and-effect ACSI methodology enables ForeSee Results to show Ace Hardware how improving specific aspects of the experience will result in higher satisfaction. ForeSee Results also uses the ACSI methodology to quantity the impact of increased satisfaction on store and web sales, recommendations and return site visits.
As part of the post-product fulfillment process, Foresee Results shows Ace Hardware how satisfaction varies for customers who buy online and pick up at a store versus those who get the product delivered.
“With ForeSee Results, we can see if our customers are just as satisfied at the end of their buying process as they are when they initially visit the Ace Hardware website,”
said Lowe.
“In a marketplace where it’s competing against big box superstores, small local stores and other hardware chains, Ace Hardware is proving that it recognizes that its customers are at the heart of its continued success,” said Larry Freed, President & CEO of ForeSee Results.
About ForeSee Results
ForeSee Results is the market leader in online customer satisfaction management and converting satisfaction data into user-driven web development strategies. Using the methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI), ForeSee Results scientifically quantifies the elements that drive online customer satisfaction and predicts future behaviors such as return site visits and referrals. Clients include: Cabela’s, Danskin, Eastern Mountain Sports, Finish Line and the NHL, among many others. ForeSee Results, a privately held company, is located in Ann Arbor, Michigan and on the web at www.ForeSeeResults.com.
About Ace Hardware
Throughout its 80-year history, Ace Hardware has been known as the helpful hardware store by both customers and communities. With 4,600 hardware, home center and building materials stores that generate annual retail sales of more than $12 billion, Ace Hardware is the largest retailer-owned hardware cooperative in the industry. Headquartered in Oak Brook, Ill., Ace currently operates 14 distribution centers in the U.S. and its retailers’ stores are located in all 50 states and 60 countries. More information about Ace can be found at www.acehardware.com.