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

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

Our Award-Winning Voice of Customer Technology: Present and Future

ForeSee Voice of Customer Technology

Answers recently ranked 11th on Forbes’ 2015 list of America’s Most Promising U.S. Companies for our continuous innovation in enabling brands to harness the voice of their customers to continuously improve their products and services. We’re proud to be named to this list, and wanted to share a few highlights from the past year that helped us get there. More

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