Customer Experienc Analytics for Web | ForeSee When we redesigned the homepage based on satisfaction insights, our fans responded positively. Josh Feinstein, Direct Marketing Manager, NFLshops.com

Web

Can your site visitors accomplish what they came to the site to do? Is the impact of the web experience reinforcing your customer relationships or undermining them? Page view counts and other behavioral analytics can tell a misleading story, especially when conversion, online sales, and page views look like “wins.”

What you don’t know about how site visitors view their online experiences can cost you in terms of retention, lost sales online and in other channels, and ultimately, customer loyalty.

Our satisfaction analytics provide continuous, reliable, and precise measurement of the online experience. It can be applied at many points across the purchase lifecycle and to specific site functionality (e.g., live chat, locator look up). ForeSee’s predictive satisfaction models are configured to the specific context of these diverse experiences. You get the most relevant, actionable analytics data to manage by.

Our Advanced Analytics Portal, with robust ad hoc and comment cluster capabilities, puts the tools in your hands to mine for intelligence about key audience segments. Our superior technology identifies opportunities for the most valuable segments to improve the online experience and influence behavior, which helps you allocate resources for greatest impact. Our expert analysts provide clarity and insights around your satisfaction data, and our usability auditors give you best-in-class usability analysis of your site. We also help you understand how the online customer experience impacts your company's other channels.

ForeSee publishes regular online satisfaction benchmarks across a range of vertical industries (such as retail, banking, government, and healthcare) and illuminates the role and impact online customer satisfaction throughout the year. Review our research commentaries.

SessionReplay for Web allows you to capture replays of your customers interacting with your site in their natural environment. By seamlessly linking replays to survey responses through ForeSee Satisfaction Analytics for Web, SessionReplay allows you to quickly identify issues and build a convincing argument for change freeing up your time to tackle the next issue at hand.

ForeSee’s online satisfaction benchmarks are unparalleled, providing performance context in comparison with key competitors and best-in-class websites across the world. Cross-channel benchmarks provide comparison across many customer touch points including mobile, call centers, locations, and social media.

Measurement

Our satisfaction analytics provide continuous, reliable, and precise measurement of the online experience. It can be applied at many points across the purchase lifecycle and to specific site functionality (e.g., live chat, locator look up). ForeSee’s predictive satisfaction models are configured to the specific context of these diverse experiences. You get the most relevant, actionable analytics data to manage by.

Analysis

Our Advanced Analytics Portal, with robust ad hoc and comment cluster capabilities, puts the tools in your hands to mine for intelligence about key audience segments. Our superior technology identifies opportunities for the most valuable segments to improve the online experience and influence behavior, which helps you allocate resources for greatest impact. Our expert analysts provide clarity and insights around your satisfaction data, and our usability auditors give you best-in-class usability analysis of your site. We also help you understand how the online customer experience impacts your company's other channels.

Observation

SessionReplay for Web allows you to capture replays of your customers interacting with your site in their natural environment. By seamlessly linking replays to survey responses through ForeSee Satisfaction Analytics for Web, SessionReplay allows you to quickly identify issues and build a convincing argument for change freeing up your time to tackle the next issue at hand.

Benchmarking

ForeSee’s online satisfaction benchmarks are unparalleled, providing performance context in comparison with key competitors and best-in-class websites across the world. Cross-channel benchmarks provide comparison across many customer touch points including mobile, call centers, locations, and social media.

Research

ForeSee publishes regular online satisfaction benchmarks across a range of vertical industries (such as retail, banking, government, and healthcare) and illuminates the role and impact online customer satisfaction throughout the year. Review our research commentaries.

ForeSee Satisfaction Analytics for Web are a critically valuable complement to understanding today’s multi-channel and multi-device consumer.

As your consumers move from channel to channel (web, mobile, social, location, contact center), traditional metrics fall short in giving you the analytics you need to understand your consumers, measure their success, and determine where to allocate your resources to improve the customer experience. Our analytics capture the consumers’ perspectives by quantifying satisfaction with the online experience and predicting future behavior across customer touch points to reveal the improvements with the greatest impact and ROI. Only ForeSee has the depth and breadth of experience measuring satisfaction throughout the web experience across the purchase lifecycle (from browse to checkout, purchase, post-purchase, fulfillment, in-store pick-up, returns, etc.); across your brands; across service and support touch points; and across specific content and functionality.

ForeSee Satisfaction Analytics give you granular, actionable insights and context to make the changes that improve satisfaction and financial results.

ForeSee can help you answer questions to assess and increase the value of your online initiatives, such as:

  • How do the needs and expectations of frequent visitors differ from first-time visitors (especially those driven to the site by specific campaigns)?
  • Why are site visitors who try repeatedly to purchase online fail to succeed?
  • How can you profile various key visitor segments based on needs, intent, demographics, etc., and best serve them online? Through the rest of your organization?

ForeSee Satisfaction Analytics provide a comprehensive customer experience measurement system that gauges success from the site visitors’ and customers’ perspectives.