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

2015 ForeSee Experience Index (FXI): Early Holiday Retail Insights

The holidays are a busy time at ForeSee! Just like the shopping season, the fielding for our annual holiday research report, the ForeSee Experience Index (FXI) 2015 Retail Edition, is in full swing. For the past decade, we've surveyed holiday shoppers to discover which retailers give them the best customer experiences and which ones fail to deliver. More

The Truth About Your Customers: Multichannel Expectations


Truth be told: your customers are multichannel, multi-device consumers of information who expect brands to deliver seamless experiences regardless of the channel in which they choose to engage. Another truth: multichannel customers are better for your business. How do we know? We have the data to back it up.   More

The Truth About Your Customers: The Website Experience Still Matters

Revealing the Truth about Customer Epxerience

One of the great things about working with over 1,200 clients across a wide variety of industries and sectors is all the data. Having access to so much data gives us unparalleled insight into the customer experience, allowing us to uncover some very important truths about your customers. And the truth is, today’s multichannel, multi-device customers are not very satisfied with the web experience.   More

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

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