The ForeSee Blog:
The Art & Science of
Measuring Customer Experience

Live from the Answers Summit:
Thursday, May 14

The 2015 Answers Summit

The 2015 Answers Summit is currently underway at the Westin Kierland in Scottsdale, Arizona! Follow along in the comments as ForeSee's Jason Eddins, Mike Redmond and Krystel Harvey provide live updates from the second day of the event.  More

Categories: Events

Live from the Answers Summit:
Wednesday, May 13

The 2015 Answers Summit

The 2015 Answers Summit is currently underway at the Westin Kierland in Scottsdale, Arizona! Follow along in the comments as ForeSee's Jason Eddins, Mike Redmond and Krystel Harvey provide live updates from the event.  More

Categories: Events

Improving the Federal Customer Experience: Feedback vs. Measurement in Digital Government

Improve the federal customer experience with ForeSee.

For over 20 years—starting with the Government Performance and Results Act of 1993 (GPRA) to the recent customer service cross-agency priority goals—federal agencies have been grappling with tactics and strategies to improve their performance in delivering customer service to citizens. In the latest ForeSee E-Government Satisfaction Index, we pay special attention to the concept of performance measurement as it relates to digital government channels. Performance is often measured by what happened in the past. But to improve performance, you need to go beyond what happened in the past to help determine where and how to improve.   More

The Sirens’ Song and Short Employee Engagement Surveys

The Lure of Short Employee Satisfaction Surveys

Short employee engagement and satisfaction surveys seem to be all the rage these days, promising to check the daily or weekly “pulse” of a company’s employees. This lures HR executives in with the enticing promise of brevity—who has time to conduct an annual employee survey, anyway? But before you set your course, ask yourself: are these surveys accurate, reliable and precise? Can they truly help your company prioritize where and how to improve the employee experience?   More

Star Power with Consumer Ratings & Reviews

Consumer Ratings and Reviews

Globally, the military uses various levels of stars to symbolize an officer’s effectiveness, success, or influence. It’s a “badge of awesomeness.” Customers can think of your business in the same way and they’ll place a badge on your brand—whether you see it or not. They form a quick impression from their experiences with your store employees, your website, your customer service team, your new app, etc. If they see your organization in action, there’s a badge in the making. So how many stars will you get? More