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

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

7 Steps to Successful Government Customer Service

It takes a village to deliver great customer experience

In the public sector, anyone who is part of a team or program charged with delivering a great web experience, a positive interaction with citizens or potential donors calling your contact center or the developer who writes lines of code with the objective of allowing customers to access relevant, up-to-date information can be recognized as a customer experience professional. But meeting the needs and expectations of today's multichannel, multi-device consumers of information can be challenging. So how can public sector customer experience professionals keep up with the ever-increasing expectations of their customers? More

I Spy Something Blue and Black: Perception Versus Science

dress-feat

Which side of the great dress debate did you argue last week: white and gold, or blue and black? How could something that seemed so obvious to so many be so controversial? As many of us learned, color perception can depend on such factors as how our eyes receive light, how our brains process information, the brightness of the room in which we saw the image, the appearance of other items on the computer screen we viewed and more. In other words, it’s complicated. Consider, then, how much more complicated it is to accurately “perceive” the multichannel customer experience. More

Achieving Customer Experience Excellence in Digital Government

The ForeSee E-Government Satisfaction Index (q4 2014)

It takes a village to deliver a great customer experience. Today’s release of The ForeSee E-Government Satisfaction Index (Q4 2014) highlights the importance of consistency in customer service for government agencies and outlines steps government customer experience professionals can take to achieve customer experience excellence with today’s multichannel, multi-device citizens. The report also reveals citizen satisfaction scores for 100 federal department, agency and program websites and the latest ForeSee Mobile Federal Government Benchmark. More