- Home/
- Research & White Papers/
- Research by Subject
- Products
- Capabilities by Channel
- Research & White Papers
- Our Company
- News & Events
- Blogs & Community
Research by Subject
ACSI
The ACSI ForeSee E-Government Satisfaction Index (Q1 2013)
ForeSee's 2013 first quarter ACSI E-Government Satisfaction Index finds citizen satisfaction with the e-gov experience remains steady, but expectations are rapidly changing. This report examines how citizens interact with government agencies via mobile devices or tablets and provides best practices for mobile development based on existing government apps and mobile websites.
ACSI E-Commerce Update (February, 2013)
As e-commerce in the United States continues to increase exponentially every year, so does the competition between companies trying to capture their share of the market. The American Customer Satisfaction Index's (ACSI) annual E-Commerce Report, produced in partnership with ForeSee, examines customer satisfation in the e-commerce sector, comprised of the online retail, brokerage, and travel categories.
The ACSI ForeSee E-Government Satisfaction Index (Q4 2012)
ForeSee's fourth quarter ACSI E-Government Satisfaction Index report provides a commentary on the evolution of the multi-channel, multi-device citizen. In today’s omni-channel world, agency managers and government officials need to understand that satisfaction isn’t just about measuring an individual experience at an office location or with a contact center, website, or mobile device. It’s about every channel, every touch point, and every device.
The ACSI ForeSee E-Government Satisfaction Index (Q3 2012)
ForeSee's third quarter E-Government Satisfaction Index provides a commentary on the important distinction between feedback and measurement and measuring the silent majority in a multi-channel, multi-device world with an update on citizen satisfaction with e-government websites.
ForeSee E-Government Satisfaction Index (Q2 2012)
ForeSee's second quarter E-Government Satisfaction Index provides a commentary on the importance
of satisfying the 21st-century citizen in a multi-channel, multi-device world and an update on citizen satisfaction with e-government websites.
ACSI E-Business Update (July 2012)
The annual ForeSee Analysis on the American Customer Satisfaction Index (ACSI) e-business report includes an analysis of individual companies within three measured e-business categories: social media websites, portals and search engines, and news and information websites.
ForeSee E-Government Satisfaction Index (Q1 2012)
ForeSee's first quarter E-Government Satisfaction Index report provides a commentary on the evolution of mobile usage in the e-government world, an update on citizen satisfaction with e-government sites, and an update on how citizens rate the transparency of 40 federal sites participating in the Online Transparency Index.
ACSI E-Commerce Update (February 2012)
Netflix is the biggest e-commerce loser as competition ramps up and overall satisfaction with online retail increases, according to the American Customer Satisfaction Index's annual E-commerce Update, produced in partnership with ForeSee. Learn how online retail, financial services, and travel fared in this year's report.
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.
Best Practices
Keeping Pace with Mobile: ForeSee’s Five Tips for a Better Mobile Experience
Extensive research shows that the percentage of web traffic accounted for by mobile devices is growing at an astounding pace. ForeSee’s goal is to help create a better mobile world—for the organizations building and maintaining mobile sites and apps and for the people that use them. This paper covers our Five Tips for a Better Mobile Experience.
The ForeSee Responsive Design White Paper
The question for most companies isn't whether to have a mobile site, but how to implement it. Should you use responsive design on your site? The advantages of using one set of code to serve content to all of your customers is certainly alluring. But is it the right solution? And, how do you know?
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.
Social Media
Trends in Satisfaction
ForeSee Mobile Satisfaction Index: Travel Edition
The ForeSee Mobile Satisfaction Index: Travel Edition looks at how customers rated the mobile experiences (including phones and tablets) of 25 of the top mobile travel sites and apps in the airline, hotel, car rental, and online travel agency categories.
ForeSee Mobile Satisfaction Index: UK Edition 2012
The ForeSee Mobile Satisfaction Index: UK Edition looks at 40 of the largest mobile online retail websites and apps in the United Kingdom, and examines the impact mobile shopping has on those retailers. Measuring customer satisfaction with the mobile experience is essential because satisfaction is the best indicator of future success. When done correctly, extensive research shows that a good customer experience is predictive of loyalty, recommendations, sales, and brand preference.
ForeSee Mobile Satisfaction Index: Holiday Retail Edition
The ForeSee Mobile Satisfaction Index: Holiday Retail Edition includes an in-depth look at how customers rated the mobile experiences (including phones and tablets) of 25 of the top mobile retailers in the country during the 2012 holiday shopping season.
2012 ForeSee E-Retail Satisfaction Index: Luxury Brands
Luxury shoppers are more likely to use mobile channels when shopping but are slightly less satisfied with e-commerce overall, according to ForeSee's Luxury E-Retail Satisfaction Index.
The 2012 ForeSee E-Retail Satisfaction Index (U.S. Holiday Edition)
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 2012 Index—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.
The 2012 ForeSee Online Retail Satisfaction Index (UK Christmas Edition)
For the sixth year running, ForeSee has conducted the ForeSee Online Retail Satisfaction Index: UK Christmas Edition, an analysis of customer satisfaction with the top 40 online retailers in the United Kingdom during the Christmas shopping season.
ForeSee Mobile Satisfaction Index: Financial Services Edition (November, 2012)
The mobile experience plays a critical role in today’s financial services world, which is inherently multi-channel and multi-device, and usage trends suggest that mobile is the future. The ForeSee Mobile Satisfaction Index, Financial Services Edition is a scientific benchmark of the mobile user experience and includes an in-depth look at how customers rate the mobile experiences of some of the top banks, credit card companies, and brokerage firms in the country.
ForeSee Mobile Satisfaction Index: Retail Edition (September 2012)
As the mobile platform continues to mature, consumer expectations are evolving. The ForeSee Mobile Satisfaction Index, Retail Edition is a scientific benchmark of the mobile user experience and includes an in-depth look at how customers rate the mobile experiences of some of the top retail companies in the country.
The ForeSee E-Retail Satisfaction Index (Spring Top 100 Edition)
ForeSee's annual analysis of customer satisfaction with the top 100 online retailers in the United States finds satisfaction with e-retail remains at the index's all-time high of 78, but the expectations of multi-channel, multi-device consumers are rapidly rising.
ForeSee Daily Deal Commentary (2012)
Daily deal sites like Groupon and LivingSocial have come under criticism lately from merchants and business analysts who are not convinced the business model is good for retailers. But new research from ForeSee shows that daily sites attract new customers and inspire loyalty. Groupon leads the way with the largest share of the market. Download the free report to learn more about how daily deals can increase business awareness, purchases, and repeat purchases.
ForeSee Mobile Research (UK Christmas Edition 2011)
ForeSee 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.
ForeSee Mobile Research (U.S. Holiday 2011)
ForeSee has released a study of customer satisfaction with top retail mobile sites and apps showing enough data to produce statistically reliable mobile satisfaction scores for 16 of the largest e-retailers in the United States.
The 2011 ForeSee E-Retail Satisfaction Index (U.S. Holiday Edition)
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 2011 ForeSee Results Online Banking Study
ForeSee Results, the global leader in technology-driven customer satisfaction analytics, has published the first customer satisfaction report for online banking in the UK.
U.S. ForeSee Results 2011 Online Banking Study
ForeSee Results today released its U.S. 2011 Online Banking Study showing customer satisfaction with online banking increased its lead over customer satisfaction with the overall banking experience.
ForeSee Results Top 100 Online Retail Satisfaction Index 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.
Web Analytics
ForeSee Congressional Testimony about the Social Security Administration
On May 9, 2012, ForeSee President and CEO Larry Freed testified before the House of Representatives Subcommittee on Social Security about citizen satisfaction with the Social Security Administration's (SSA) websites. Read Freed's full written testimony or watch the video on the House Subcommittee's website.
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.
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.