Press Release Archive

ForeSee Holiday Customer Satisfaction Study:
Amazon Sets New Standard; JCP, Apple, Dell Drop

December 27, 2012

Internet-retail giant Amazon remains at the head of the class, according to ForeSee's annual E-Retail Satisfaction Index (U.S. Holiday Edition). The report—based on more than 25,000 customer surveys collected during the prime holiday shopping season between Thanksgiving and Christmas—expands from measuring satisfaction with 40 top retailers to 100 this year. Aggregate customer satisfaction stagnates, scoring 78 on a 100-point scale for a second year in a row.

UK’s Best and Worst Online Retailers Named
in ForeSee Christmas 2012 Customer Satisfaction Index

December 20, 2012

The findings in the ForeSee Online Retail Satisfaction Index: UK Christmas Edition indicate a slight increase in aggregate satisfaction from Christmas 2011 to Christmas 2012: from 73 to 74 on the study’s 100-point scale. This is the fourth year running that the Index has unveiled an increase of just one point per year on aggregate. However, a one-point change still means a great deal in terms of revenue when it represents a change for a large group of retailers.

Customers Prefer Financial Services Web to Mobile, According to ForeSee Landmark Study

November 29, 2012

A first-of-its-kind study of the customer experience of mobile apps and websites of 17 major financial services companies shows little differentiation and a lot of opportunity, according to a new study released today by ForeSee.

ForeSee Releases 2012 Healthcare Satisfaction Benchmark

November 14, 2012

ForeSee, the global leader in customer experience analytics, today released its annual healthcare satisfaction benchmark that shows the strong link between customer satisfaction and its impact on future behaviors for healthcare customers and patients.

ForeSee Announces Partnership with Mobile Commerce Solutions Platform Branding Brand

November 12, 2012

ForeSee, the global leader in technology-driven customer experience analytics, today announced a partnership with Branding Brand, a leading mobile solutions platform that powers mobile commerce sites and apps.

E-Government Satisfaction Remains Strong, According to ACSI and ForeSee

October 23, 2012

Citizen satisfaction with federal government websites remains near record highs, according to the American Customer Satisfaction Index’s (ACSI) E-Government Satisfaction Index released in partnership with customer experience analytics firm ForeSee.

ForeSee Joins TagMan’s STREAM Partner Program as a Certified Premium Partner

October 18, 2012

Through this partnership, ForeSee clients can now accelerate the implementation of ForeSee’s analytics technology via TagMan’s tag management system.

ForeSee Establishes Retail Mobile Experience Benchmark with Mobile Satisfaction Index

September 13, 2012

ForeSee, the global leader in technology-driven customer experience analytics, announces the launch of the ForeSee Mobile Satisfaction Index: Retail Edition.

ForeSee Joins Customer Experience Professionals Association as Gold Sponsor

August 27, 2012

ForeSee, the global leader in technology-driven customer experience analytics, announced today that it has joined the Customer Experience Professionals Association (CXPA), a global industry trade group whose members are responsible for creating and maintaining an overall positive customer experience.

ForeSee’s Eric Feinberg Elected to Digital Analytics Association (DAA) Board

August 10, 2012

ForeSee, the pioneer in customer experience analytics, is proud to announce that ForeSee’s Senior Director of Mobile, Media, and Entertainment, Eric Feinberg, has been elected to the Board of Directors for the Digital Analytics Association (DAA), formerly the Web Analytics Association.

HSN Uses ForeSee Technology to Measure Mobile Customer Experiences

August 9, 2012

ForeSee, the global leader in technology-driven customer experience analytics, today announced that it is working with leading multi-channel retailer HSN to measure and analyze the customer experience of its mobile optimized site and mobile apps with ForeSee’s new Mobile On-Exit technology.

ForeSee e-Government Satisfaction Up Slightly to Reach New High, According to ForeSee

July 24, 2012

Citizens are happier than ever with government websites according to the American Customer Satisfaction Index’s (ACSI) E-Government Satisfaction Index released in partnership with ForeSee.

Charmed: ForeSee Works with Charming CHARLIE to Measure In-Store Customer Experience

July 18, 2012

ForeSee, the global leader in technology-driven customer experience analytics, today announced that it will measure and analyze the in-store customer experience for Charming CHARLIE.

Facebook Satisfaction Plummets as Google+ Debuts on ACSI E-Business Study

July 17, 2012

Facebook, already the lowest-scoring e-business company, suffers the largest decline in the annual American Customer Satisfaction Index (ACSI) E-Business Report, released today in partnership with customer experience analytics firm ForeSee.

The Virginia Lottery Wins with ForeSee

June 7, 2012

The Virginia Lottery will work with ForeSee to quantify the customer experience in ways that help prioritize and drive changes that will havethe greatest impact on business goals for the website and mobile experience.

Satisfied B2B Site Visitors More Likely to Recommend, Purchase

June 5, 2012

ForeSee, the global leader in customer experience analytics, today released new research that allows B2B companies to determine how their websites compare to the B2B landscape regarding customer satisfaction.

ForeSee Testifies Before Congress About the Importance of Customer Satisfaction

June 1, 2012

ForeSee President and CEO Larry Freed testified before the House of Representatives Committee on Ways and Means Subcommittee on Social Security about citizen satisfaction with the Social Security Administration's (SSA) websites on Wednesday, May 9.

More Retail Websites than Ever Achieve High Scores on ForeSee's Top 100 E-Retail Satisfaction Index

May 9, 2012

A record 36 of the top 100 online retailers achieve the "threshold for excellence" on the annual Top 100 E-Retail Satisfaction Index from customer experience analytics firm ForeSee. Scores of 80 or higher on ForeSee's 100-point scale are considered superior customer satisfaction performances.

Mobile is the Next Frontier for e-Government Satisfaction, According to ForeSee

April 24, 2012

ForeSee was the first company to develop technology to measure the customer experience of a random, but representative sample of visitors to mobile optimized sites and mobile apps across all leading mobile platforms. ForeSee has now released technology that enables companies to understand how customers think, feel, and act after they finish interacting with a mobile site or app.

ForeSee Announces New Capability to Measure Mobile Users' Customer Experience

April 23, 2012

ForeSee was the first company to develop technology to measure the customer experience of a random, but representative sample of visitors to mobile optimized sites and mobile apps across all leading mobile platforms. ForeSee has now released technology that enables companies to understand how customers think, feel, and act after they finish interacting with a mobile site or app.

Research Shows Consumers' Satisfaction Increases Loyalty on Entertainment and News Sites

April 12, 2012

ForeSee, the leader in technology-driven customer experience analytics, released a benchmark today that reports customer satisfaction for news and entertainment web and mobile sites in February. Today's benchmark represents more than 50,000 surveys expressing customer satisfaction, or, in some cases, dissatisfaction with the web and mobile experiences provided by some of the major players in these categories.

ForeSee Releases Canadian E-Retail Satisfaction Benchmark

April 3, 2012

ForeSee, the global leader in customer experience analytics, today released a new Canadian e-retail satisfaction benchmark that shows the strong link between customer satisfaction and the impact it has on future behaviors for customers of Canadian businesses.

Consumers' Love/Hate Relationship with Contact Centers

March 29, 2012

ForeSee today released its February Contact Center Benchmark, which allows companies to determine how the contact center experience they provide compares to industry averages and customer expectations.

ForeSee Announces 2012 Update: Expanded Capabilities, Innovative Technology Drive Revenue Growth

March 28, 2012

ForeSee announced that 2011 was its tenth consecutive year of revenue growth of more than 25%. The company's continued financial success is driven by technology, product and service excellence and innovation that is unmatched in the industry.

ForeSee Announces Expanded UK Website Satisfaction Benchmarks

March 27, 2012

With an online retail benchmark already well established in the UK, ForeSee now has a total of three specific benchmarks that measure customer satisfaction amongst its UK customers in those categories.

Daily Deal Sites Bring in New Business, According to ForeSee

March 5, 2012

While there has been some argument about the impact of daily deal offers on new business, according to the ForeSee report, daily deal offers do increase business awareness, purchases, and repeat purchases.

Netflix is Biggest E-Commerce Loser as Competition Ramps Up According to American Customer Satisfaction Index

February 21, 2012

Netflix suffers one of the largest drops in ACSI history as e-commerce inches up and competition stiffens, according to the American Customer Satisfaction Index's annual E-Commerce Update, produced in partnership with ForeSee.

npower Plans to Give Mobile Strategy a Full Charge with ForeSee

February 9, 2012

ForeSee, the pioneer in customer experience analytics, has today announced it is working with npower to measure and analyse the mobile customer experience on its website and mobile apps.

Customer Satisfaction with Mobile Shopping in the UK on the Rise; Trails Satisfaction with Websites

January 31, 2012

ForeSee, the leading customer experience analytics firm, has today announced the findings of its latest mobile shopping report (as part of its study of nearly 10,000 visitors to the biggest e-retail websites in the UK throughout December) revealing key trends on retailers' future business.

Satisfaction with e-Government Reaches New Highs under Obama but is Stalling, According to ForeSee

January 19, 2012

The fourth quarter report of the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index shows that customer satisfaction with federal government websites remains near record highs and far surpasses satisfaction with the federal government overall.

Apple, Amazon Dominate Mobile Satisfaction

January 12, 2012

E-retail giants Apple and Amazon are head and shoulders above the competition in a study of customer satisfaction with top retail mobile sites and apps released today by customer experience analytics firm ForeSee.

Federal Agencies Work with ForeSee to Improve Websites

January 5, 2012

ForeSee, the pioneer in customer experience analytics, has today announced that it is proud to support the .gov Reform Effort to Improve Federal Websites.

Amazon Soars; Netflix Plummets in ForeSee Holiday Study

December 28, 2011

Customer experience analytics firm ForeSee today released the results of their annual Holiday E-Retail Satisfaction Index, showing that after seven years spent jockeying for first place in the Index, Amazon and Netflix are headed in divergent directions.

UK’s Best and Worst Named in ForeSee Christmas 2011 Online Retail Customer Satisfaction Index

December 21, 2011

ForeSee, market leaders of customer satisfaction measurement and management, has today announced the findings of its annual Christmas customer satisfaction Index across the UK’s top 40 online retail websites during December.

2011 Cyber Monday: Though Sales Are Booming, Customers Are Less Satisfied

November 30, 2011

Customer experience analytics firm ForeSee today released its annual analysis of Cyber Monday customer satisfaction suggesting that some online shoppers may not be as satisfied with the holiday shopping season as retailers likely are.

ForeSee Receives Local Awards

November 22, 2011

ForeSee, the Michigan-based pioneer in customer experience analytics, has been named Ann Arbor Business Review’s 2011 Company of the Year and was included in the Detroit Free Press’ 2011 Top Workplaces in Michigan listing.

ForeSee Issues October Mobile Benchmark

November 9, 2011

ForeSee today released its October Mobile Benchmark, a yardstick that companies can use to determine whether the mobile experience they are providing is exceeding or falling short of industry averages and customer expectations.

Annual Healthcare Benchmark Indicates Customer Satisfaction with Health Insurance Websites is Dismal

November 2, 2011

Today, ForeSee released its fourth annual healthcare benchmark, showing that health insurance websites vastly underperform other kinds of healthcare sites.

ForeSee Study Highlights Social Media Best Practices for the Federal Government

October 25, 2011

Customer experience analytics firm ForeSee today released its report on the American Customer Satisfaction Index (ACSI) Quarterly E-Government Satisfaction Index, including an analysis of the state of social media in the federal government.

ForeSee Issues September Mobile Benchmark

October 20, 2011

ForeSee today released its September Mobile Benchmark, a yardstick that companies can use to determine whether the mobile experience they are providing is exceeding or falling short of industry averages and customer expectations.

Innovative Book Explores New Management Practices for Predicting Future Consumer Behavior

October 18, 2011

ForeSee President and CEO, Larry Freed, today announced the launch of a new book, Managing Forward: How to Move from Measuring the Past to Managing the Future, that explores new research connecting the customer experience to future financial success across all industries, with a focus on digital marketing and web-based initiatives.

House of Fraser Broadens Customer Experience Measurement with ForeSee

September 27, 2011

ForeSee, the pioneer in customer experience analytics, has today announced that it is working with House of Fraser to measure and analyse the customer experience in its stores, on its website, and with its call centre.

ForeSee Celebrates Ten-Year Anniversary with Expanded Capabilities, Shortened Name, Updated Logo

August 19, 2011

ForeSee, the Michigan-based pioneer in customer experience analytics, is celebrating its tenth anniversary this September.

Keystone Solutions Selects ForeSee Results as Premiere Partner

August 9, 2011

Keystone Solutions, the web analytics industry’s most experienced full-service digital measurement consulting group, today announced that it has selected ForeSee Results, the world’s leading customer experience analytics firm, to be its premiere partner for customer satisfaction measurement and analytics.

New Report Identifies Traffic, Duplication, and Citizen Experience as Criteria for .Gov Task Force

July 26, 2011

ForeSee Results today issued its quarterly report on the American Customer Satisfaction Index’s (ACSI) E-Government Satisfaction Index, which recommends that the .gov Task Force consider traffic, the amount of redundancy, and citizen experience as criteria for making their decision on how to consolidate e-gov websites and reduce duplication.

Low Customer Satisfaction for Facebook Opens Door for Google+

July 19, 2011

The social media market is primed for a new player that allows users to connect with friends, according to the 2011 American Customer Satisfaction Index (ACSI) E-Business Report, produced in partnership with customer experience analytics firm ForeSee Results.

ForeSee Results and CareTech Solutions Partner to Provide Customer Satisfaction-Driven Technology Solutions for Oakwood Healthcare System

May 26, 2011

ForeSee Results and CareTech Solutions today announced they are partnering to support Oakwood Healthcare System with customer-satisfaction-driven web technology.

ForeSee Results Launch First UK Customer Satisfaction Report for Online Banking

May 25, 2011

ForeSee Results, the global leader in technology-driven customer satisfaction analytics, are today publishing the first customer satisfaction report for online banking in the UK. Over 1,000 online banking customers of the top five consumer-oriented retail banks in the UK (RBS, Lloyds, Barclays, HSBC, and Santander), were surveyed in April 2011 to investigate how they perceive and interact with the online banking services they use.

Customer Satisfaction with E-Banking Regains Its Footing, Far Outpacing Satisfaction with Offline Banking

May 19, 2011

Customer satisfaction with online banking increased its lead over customer satisfaction with the overall banking experience, according to the U.S. 2011 ForeSee Results Online Banking Study.

Top 100 E-Retailers: ForeSee Results Quantifies Relationship Between Customer Satisfaction and Purchase Intent

May 10, 2011

ForeSee Results today released its annual assessment of the top 100 online retailers, showing that customer satisfaction with e-retail remains at an all-time high score of 78 on the study’s 100-point scale. In addition to providing satisfaction scores, the study quantifies purchase intent, or a consumer’s likelihood to purchase from a retailer through any channel, online or offline.

TUI Travels to New Customer Satisfaction Heights with ForeSee Results

May 4, 2011

ForeSee Results today announced that it will be working with TUI Travel UK & Ireland (TUI UK), part of TUI Travel PLC — the world’s leading leisure travel company, to measure customer satisfaction on two of its websites, www.firstchoice.co.uk and www.thomson.co.uk.

New Research Links Customer Satisfaction to Loyalty and Repeat Visits for News and Entertainment Websites.

April 28, 2011

ForeSee Results, the leader in technology-driven customer satisfaction measurement and management, today released two new benchmarks that quantify the value of customer satisfaction for news and entertainment websites.

ACSI E-Government Report Links Good Federal Websites with Cost Savings and Better Democracy

April 26, 2011

ForeSee Results today issued its quarterly report on the American Customer Satisfaction Index’s (ACSI) E-Government Satisfaction Index, which indicates that good federal government websites save the government money and foster democracy.

ForeSee Results Announces the First UK Benchmark Findings

April 19, 2011

ForeSee Results, the global leader in technology-driven customer satisfaction analytics, are today publishing the first benchmark report for customer satisfaction amongst its UK customers.

New Research Links Customer Satisfaction to Purchases and Loyalty in Canada

April 12, 2011

ForeSee Results, the leader in technology-driven customer satisfaction measurement and management, today released new research that quantifies the impact of Canadian customer satisfaction on future behaviors.

ForeSee Results’ Benchmark Breaks Down Impact of Social Media on Web Traffic

April 6, 2011

Social media has very little direct impact on most website traffic, according to new research released today from ForeSee Results.

House of Fraser Rings-Up Online Customer Satisfaction with ForeSee Results

April 5, 2011

ForeSee Results, the global leader in technology-driven customer satisfaction analytics, today announced that they will be working with House of Fraser to measure customer satisfaction across its website, www.houseoffraser.co.uk/.

ForeSee Results Announces Satisfaction Measurement for Mobile Environment

February 22, 2011

ForeSee Results today announced the launch of CS Mobile, a new product that quantifies customer satisfaction with companies’ mobile apps and mobile sites in order to identify improvements that can generate the greatest returns.

ForeSee Results Report: E-Gov Transparency, a Year in Review

February 22, 2011

ForeSee Results today released the 2010 year-end E-Government Transparency Index, which confirms that online transparency is a key driver of online satisfaction and overall trust in government for many of the websites tracking it.

British Airways Flies in the Right Direction with ForeSee Results

February 17, 2011

ForeSee Results today announced that it will be working with British Airways to measure customer satisfaction and make improvements for www.britishairways.com.

Customer Satisfaction with E-Commerce Stalls According to American Customer Satisfaction Index

February 15, 2011

The American Customer Satisfaction Index’s annual E-Commerce Report, produced in partnership with ForeSee Results, shows that customer satisfaction with e-commerce websites is down 2.6% to 79.3 on the ACSI’s 100-point scale, its lowest score since 2004.

Report Shows Social Media in the UK Drives Just Three Percent of Retail Website Visits

February 3, 2011

ForeSee Results has today released new research showing that social media interactions are a primary influence for just three percent of visitors to e-retail websites in the UK.

Do Social Media Results Justify Investment?

February 3, 2011

ForeSee Results, the Michigan-based global leader in technology-driven customer satisfaction analytics, today released its annual report on the state of social media effectiveness for retailers in the United States.