Research by Subject

ACSI

ForeSee ACSI E-Government Satisfaction Index (Q4 2011)

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

ACSI E-Government Satisfaction Index (Q3 2011)

ForeSee 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 and an update on citizen satisfaction and online transparency for federal websites.

ACSI E-Government Satisfaction Index (Q2 2011)

ForeSee Results has 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.

ForeSee Results Annual E-Business Report 2011

ForeSee Results has published the Annual ACSI E-Business Report showing trends in customer satisfaction with e-business, which includes social media sites, search engines/portals, and news/information sites.

ForeSee Results ACSI E-Government Satisfaction Index (Q1 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.

The ForeSee Results Annual E-Commerce Report, ACSI (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.

ACSI E-Government Satisfaction Index Q4 2010

ACSI E-Government Satisfaction Index shows some e-gov sites outperform private sector and far surpass satisfaction with government overall in the fourth quarter of 2010.

ACSI E-Government Satisfaction Index Q3 2010

Citizen satisfaction with Federal government websites rebounds to its all-time high in the third quarter of 2010 after a slight drop last quarter.

ACSI E-Government Satisfaction Index Q2 2010

Citizen satisfaction with Federal government websites drops a bit this quarter, according to the second quarter 2010 release of the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index.

ACSI E-Government Satisfaction Index Q1 2010

Citizen satisfaction with Federal government websites remains at an all-time high, according to the first quarter 2010 release of the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index.

ACSI E-Commerce Report 2010

Customer satisfaction with the e-commerce sector falls for the first time in three years, dropping 2% to a score of 80 on a 100-point scale.

Best Practices

How to Avoid the Nine Pitfalls of Measuring Website Success

How can you really measure website success? If you rely on traditional web metrics, that's a great start. But don't fall prey to these easy-to-avoid pitfalls. Make sure you get the greatest possible return on your online investments.

Nine Steps to Improving Success for Nonprofit Websites

How can you really measure website success? If you rely on traditional web metrics, that's a great start. But don't fall prey to these easy-to-avoid pitfalls. Make sure you get the greatest possible return on your online investments.

Measuring Word of Mouth Online: Six Key Considerations

Word of Mouth is certainly one of the most credible ways to get a recommendation about a company, product, or service and the practice has been growing exponentially over the past few years with the advent of online social networking online and Web 2.0.

Online Transparency

ForeSee Results E-Government Transparency Index (2010 Year in Review)

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.

ForeSee Results/Nextgov Government Transparency Study Q3 2010

Nearly two years after a memorandum to federal agencies and departments calling for ambitious and sweeping open government initiatives, many are wondering if the goals of openness, democratic participation, and collaboration have taken root and, if so, how successful the efforts have been.

ForeSee Results E-Government Transparency Index Q2 2010

The third quarterly ForeSee Results E-Government Transparency Index includes Transparency scores (on a 100-point scale, just like an American Customer Satisfaction Index score) for 27 participating agencies and departments, an increase in participation of 18% since the last report. Transparency scores have decreased slightly since last quarter.

ForeSee Results E-Government Transparency Index Q1 2010

The second ForeSee Results E-Government Transparency Index includes Transparency scores (on a 100-point scale, just like an American Customer Satisfaction Index score) for 23 participating agencies and departments. The report finds that transparency scores have increased slightly since last quarter.

ForeSee Results E-Government Transparency Index Q4 2009

As the first study of its kind, the E-Government Transparency Index includes Transparency scores (on a 100-point scale, just like an American Customer Satisfaction Index score) for 14 participating agencies and departments.

Social Media

The ForeSee Results Report on Social Media Marketing

ForeSee Results has released new research that questions if retail results in both the U.S. and UK justify
the investment in social media.

Calculating the ROI on Social Media

Marketers have many options when it comes to counting their social media activity, but few when it comes to determining the ROI of these programs, necessary intelligence for making sound resource allocation decisions. This executive brief adds a dimension to assessing social media’s effectiveness by quantifying the value of social media influence on customer behavior and dollars spent.

The Key to Driving Retail Success with Social Media

In this report, customized for both the US and the UK, Kevin Ertell reports on research showing that 56% of online shoppers “friend” or “follow” retailers on social media sites.

Trends in Satisfaction

Web Analytics

Competing in a Digital World by Eric Peterson

As expenditures increase, the need for tools and technologies to evaluate and optimize the investment
increases a commensurate amount.

Rethinking Net Promoter Score®: Serious Flaws Tarnish Simple Idea

Net Promoter Score has been heavily promoted as the "one question you need" to run a business. However, a closer look at the facts reveals a number of flaws that make this concept far from ideal as a business metric.

Website Optimization

The Voice of Customer: Qualitative Data as a Critical Input to Web Site Optimization

Understanding how customer satisfaction analytics fit into the web measurement ecosystem is critical for people responsible for maximizing the contribution of the website to their company's strategic objectives.

The Voice of Customer: Web Analytics in the Public Sector

Understanding how customer satisfaction analytics fit into the web measurement ecosystem is critical for people responsible for maximizing the contribution of the website to their company's strategic objectives.

Adopting a Virtuous Cycle of Insight, Execution and Refinement

As the online channel plays an increasing role in driving revenue growth, customer acquisition, loyalty and retention, retailers can gain competitive edge by continually enhancing the shopping experience and improving online customer satisfaction.