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

Are You Working to Improve Customer Satisfaction? Or Are You “Chasing the Score”?

Are you improving customer satisfaction? Or just "chasing the number"?

We see more and more premier brands realizing the importance of robust and scientific customer experience analytics when it comes to understanding today’s complex omnichannel consumers. In fact, more premier brands than ever are partnering with ForeSee to gain powerful customer experience insights. But with more brands paying attention to the customer experience, shouldn’t average customer satisfaction scores be increasing? Because they aren’t. More

Retail’s Future: Where Customer Experience and Employee Engagement Converge

Satisfied employees lead to satisfied customers.

The evolution of customer and employee expectations is impacting business results for all retailers in a big way.

We recently presented new research that quantitatively validates the causal relationship between retail store employee engagement and customer satisfaction--and how that relationship drives business results. More

2014 Holiday Shopping Trends:
The Results Are In

The Answers Experience Index: 2014 U.S. Retail Edition | Learn More

Today’s release of The Answers™ Experience Index (AXI): 2014 U.S. Retail Edition marks the 10th year we’ve been using ForeSee’s proven customer experience measurement methodology to report on the current state of the retail customer experience during the holiday shopping season.

This year’s report takes a broader view of the marketplace, measuring the customer experience with the largest retailers in the United States as recognized by Internet Retailer’s Top 500 web and mobile commerce sites and the NRF Stores Top 100 Retailers. It’s been another exhilarating year of learning, and we’re excited about the emerging industry trends we’re seeing. More

2014 Holiday Shopping Trends:
The Early Returns Are In

2014 Holiday Shopping Trends

In late October we started surveying Americans shopping online, via mobile apps, and in retail chain stores as part of our research for the Answers™ Experience Index (AXI): 2014 U.S. Retail Report, a multichannel, customer experience study that will be published in mid-December. The study will report customer satisfaction scores for the top 100 retail websites, top 30 retail chain stores and top 30 retail mobile experiences.

To date, we’ve collected more than 15,000 survey responses, and we’ll continue to collect data well into December. And while the results are still highly preliminary, we wanted to share a few interesting trends we see materializing across the different shopping channels we’re measuring. More

Digital Government: Making Customer Experience a Priority

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Today’s release of the ForeSee E-Government Satisfaction Index (Q3 2014) marks the 44th consecutive quarter ForeSee has been reporting on citizen satisfaction with government websites. Each quarter, the Index reports citizen satisfaction with federal government department, agency and program websites-and in Q4 of 2013, we expanded the Index to highlight mobile scores. The report serves as performance benchmark for digital government leaders and helps them understand performance from the citizen’s perspective. More