Press Releases

ForeSee Research Shows B2B Online Customer Satisfaction Lags Behind B2C

June 13, 2013

ForeSee's annual Business-to-Business (B2B) Benchmark reports on customer satisfaction trends and allows B2B companies to determine how their web experience compares to industry averages. Satisfaction scores for individual B2B companies included in the benchmark range from a low of 26 to a high of 86.

Online and Mobile Customer Satisfaction
Varies Within Financial Industry, ForeSee Research Shows

May 29, 2013

ForeSee's Financial Services Benchmark reports on online and mobile customer satisfaction trends for various industry segments, including banks, credit unions, investments and lending companies and miscellaneous financially-focused organizations. This benchmark research allows companies to gauge the state of the industry and determine how their own online and mobile experiences compare to industry averages.

ForeSee Launches SessionReplay for Mobile – Demonstrating how Consumers Engage on Mobile Sites and Apps to Help Companies Improve the Customer Experience

May 14, 2013

SessionReplay for Mobile is the first software-as-a-service (SaaS) solution that illustrates how individual consumers engage on mobile sites and apps, providing real-world video replays. A powerful complement to ForeSee Satisfaction Analytics for Mobile, SessionReplay for Mobile shows the taps, swipes and scrolls of mobile visitors – bringing their experiences to life to help companies rapidly identify struggles, and expedite and validate improvements.

ProQuest Uses ForeSee Satisfaction Analytics to Measure Web Customer Experience

May 13, 2013

ProQuest, an information firm central to research, is using ForeSee’s customer experience analytics solution to measure and analyze the customer experience on its research portal used by academics around the globe. Since its implementation, ForeSee has enabled ProQuest to not only credibly measure satisfaction at an aggregate level, but to also perform segment analysis in order to better understand the most effective way of optimizing for specific audiences.

ForeSee Introduces the Next Generation of Net Promoter Score (NPS): The Word-of-Mouth Index (WoMI)

May 7, 2013

WoMI evolves NPS by measuring both likelihood to recommend and likelihood to detract from a specific brand, delivering on the promise of NPS by creating a more precise, accurate and actionable measurement, allowing organizations to take action to foster more positive word-of-mouth and decrease negative word-of-mouth by increasing customer satisfaction and improving the overall customer experience – taking NPS to the next level of usefulness by providing actionable data.

Contact Center Customer Satisfaction Leads to Increased Recommendation
and Likelihood to Purchase

May 2, 2013

Based on data from nearly 50,000 surveys in which customers shared their experience with contact centers, ForeSee's annual Contact Center Benchmark allows companies to determine how their contact center experience compares to industry averages.

Mobile Presents Opportunity for Government Agencies to Increase Satisfaction

April 23, 2013

Nearly one in three visitors to federal government websites are accessing those sites via a mobile phone or tablet, according to the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index, released in partnership with ForeSee.

ForeSee Research Shows Customer Satisfaction Increases
Loyalty on Entertainment and News Sites

April 18, 2013

ForeSee's benchmark on customer satisfaction trends for news and entertainment web and mobile sites represents almost 400,000 customer surveys on the web and mobile experience provided by some of the major players in these categories.

Southwest Airlines, Choice Hotels, Marriott Top ForeSee Mobile Travel Satisfaction Index

March 26, 2013

The ForeSee Mobile Satisfaction Index: Travel Edition is a study of the mobile experiences of 25 major airlines, hotels, online travel agencies, and car rental companies. Hotel mobile sites and apps are providing the best experience while online travel agencies score lowest.

ForeSee Releases Canadian Customer Satisfaction Benchmark

March 12, 2013

Based on more than 24,000 survey responses from website visitors to both native Canadian and Canadian divisions of U.S. Retail and nonretail businesses in February 2013, ForeSee's Canadian customer satisfaction benchmark that shows a strong link between customer satisfaction and the impact it has on future behaviors for customers of Canadian businesses.

Foresee Wins Silver Stevie® Award in 2013 Stevie Awards for Sales & Customer Service℠

February 28, 2013

ForeSee, the global leader in technology-driven customer experience analytics was presented with a Silver Stevie® Award in the Solutions Technology Partner of the Year category in the seventh annual Stevie Awards for Sales & Customer Service.

Customer Satisfaction Gap Between Mobile and Traditional Retail Websites Narrows

February 27, 2013

The ForeSee Mobile Satisfaction Index: UK Edition examined satisfaction scores from visitors to 40 of the largest UK mobile online retail websites, apps and tablets sites and provides valuable insight on how UK shoppers are using their mobiles to browse, research and purchase goods.

E-Commerce Customer Satisfaction Continues To Rise

February 26, 2013

According to the American Customer Satisfaction Index’s (ACSI) annual E-Commerce Report, produced in partnership with ForeSee, customer satisfaction with e-commerce websites continues to rise, gaining 1.2% to 81.1 on the ACSI’s 100-point scale. The improvement in the e-commerce sector, which comprises the online retail, brokerage, and travel categories, is driven in part by the strong performance of the aggregate of smaller e-retailers and e-brokerages.

ForeSee Announces 2012 Milestones and Achievements in Mobile and Multi-channel Measurement of the Customer Experience

February 21, 2013

Now working with nine of the Fortune 10 companies, more than half of the top 100 retailers, and six of the top 10 banks, ForeSee’s technology-driven methodology helps companies measure the customer experience across every channel (store, web, mobile, contact center, etc.) to link the customer experience to the bottom line.

Amazon, QVC, Apple Dominate the ForeSee Mobile Retail Satisfaction Index as Customer Experience Improves

February 12, 2013

The ForeSee Mobile Satisfaction Index: Holiday Retail Edition shows consumer satisfaction with the mobile retail experience is improving, as the Index climbs two points since last holiday season. Retail juggernaut Amazon scored highest among 25 of the top mobile commerce companies.

ForeSee Helps Ann Arbor, Michigan Citizens Get Satisfaction

February 7, 2013

ForeSee, the leader in technology-driven customer experience analytics, today announced it is working with newly-elected City of Ann Arbor Council Member Sally Hart Petersen to measure and analyze citizen satisfaction of the constituents in Petersen’s district, Ann Arbor’s 2nd Ward.

High Satisfaction with E-Government Shows Value in Times of Deficits and Budget Cuts, According to ACSI and ForeSee

February 6, 2013

Citizen satisfaction with e-government remains near an all-time high and continues to outperform the satisfaction with the federal government overall, according to the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index

More Luxury Shoppers Use Mobile, But Prove Harder
to Please Overall, According to ForeSee Study

January 17, 2013

Luxury shoppers are more likely to use mobile channels when shopping but are slightly less satisfied with e-commerce overall, according to the Luxury E-Retail Satisfaction Index released today by customer experience analytics firm ForeSee.

ForeSee Holiday Customer Satisfaction Study:
Amazon Sets New Standard; JCP, Apple, Dell Drop

December 27, 2012

Internet-retail giant Amazon remains at the head of the class, according to ForeSee's annual E-Retail Satisfaction Index (U.S. Holiday Edition). The report—based on more than 25,000 customer surveys collected during the prime holiday shopping season between Thanksgiving and Christmas—expands from measuring satisfaction with 40 top retailers to 100 this year. Aggregate customer satisfaction stagnates, scoring 78 on a 100-point scale for a second year in a row.

UK’s Best and Worst Online Retailers Named
in ForeSee Christmas 2012 Customer Satisfaction Index

December 20, 2012

The findings in the ForeSee Online Retail Satisfaction Index: UK Christmas Edition indicate a slight increase in aggregate satisfaction from Christmas 2011 to Christmas 2012: from 73 to 74 on the study’s 100-point scale. This is the fourth year running that the Index has unveiled an increase of just one point per year on aggregate. However, a one-point change still means a great deal in terms of revenue when it represents a change for a large group of retailers.

Customers Prefer Financial Services Web to Mobile, According to ForeSee Landmark Study

November 29, 2012

A first-of-its-kind study of the customer experience of mobile apps and websites of 17 major financial services companies shows little differentiation and a lot of opportunity, according to a new study released today by ForeSee.

ForeSee Releases 2012 Healthcare Satisfaction Benchmark

November 14, 2012

ForeSee, the global leader in customer experience analytics, today released its annual healthcare satisfaction benchmark that shows the strong link between customer satisfaction and its impact on future behaviors for healthcare customers and patients.

ForeSee Announces Partnership with Mobile Commerce Solutions Platform Branding Brand

November 12, 2012

ForeSee, the global leader in technology-driven customer experience analytics, today announced a partnership with Branding Brand, a leading mobile solutions platform that powers mobile commerce sites and apps.

E-Government Satisfaction Remains Strong, According to ACSI and ForeSee

October 23, 2012

Citizen satisfaction with federal government websites remains near record highs, according to the American Customer Satisfaction Index’s (ACSI) E-Government Satisfaction Index released in partnership with customer experience analytics firm ForeSee.

ForeSee Joins TagMan’s STREAM Partner Program as a Certified Premium Partner

October 18, 2012

Through this partnership, ForeSee clients can now accelerate the implementation of ForeSee’s analytics technology via TagMan’s tag management system.

ForeSee Establishes Retail Mobile Experience Benchmark with Mobile Satisfaction Index

September 13, 2012

ForeSee, the global leader in technology-driven customer experience analytics, announces the launch of the ForeSee Mobile Satisfaction Index: Retail Edition.

ForeSee Joins Customer Experience Professionals Association as Gold Sponsor

August 27, 2012

ForeSee, the global leader in technology-driven customer experience analytics, announced today that it has joined the Customer Experience Professionals Association (CXPA), a global industry trade group whose members are responsible for creating and maintaining an overall positive customer experience.

ForeSee’s Eric Feinberg Elected to Digital Analytics Association (DAA) Board

August 10, 2012

ForeSee, the pioneer in customer experience analytics, is proud to announce that ForeSee’s Senior Director of Mobile, Media, and Entertainment, Eric Feinberg, has been elected to the Board of Directors for the Digital Analytics Association (DAA), formerly the Web Analytics Association.

HSN Uses ForeSee Technology to Measure Mobile Customer Experiences

August 9, 2012

ForeSee, the global leader in technology-driven customer experience analytics, today announced that it is working with leading multi-channel retailer HSN to measure and analyze the customer experience of its mobile optimized site and mobile apps with ForeSee’s new Mobile On-Exit technology.

ForeSee e-Government Satisfaction Up Slightly to Reach New High, According to ForeSee

July 24, 2012

Citizens are happier than ever with government websites according to the American Customer Satisfaction Index’s (ACSI) E-Government Satisfaction Index released in partnership with ForeSee.

Charmed: ForeSee Works with Charming CHARLIE to Measure In-Store Customer Experience

July 18, 2012

ForeSee, the global leader in technology-driven customer experience analytics, today announced that it will measure and analyze the in-store customer experience for Charming CHARLIE.

Facebook Satisfaction Plummets as Google+ Debuts on ACSI E-Business Study

July 17, 2012

Facebook, already the lowest-scoring e-business company, suffers the largest decline in the annual American Customer Satisfaction Index (ACSI) E-Business Report, released today in partnership with customer experience analytics firm ForeSee.

Satisfied B2B Site Visitors More Likely to Recommend, Purchase

June 5, 2012

ForeSee, the global leader in customer experience analytics, today released new research that allows B2B companies to determine how their websites compare to the B2B landscape regarding customer satisfaction.

ForeSee Testifies Before Congress About the Importance of Customer Satisfaction

June 1, 2012

ForeSee President and CEO Larry Freed testified before the House of Representatives Committee on Ways and Means Subcommittee on Social Security about citizen satisfaction with the Social Security Administration's (SSA) websites on Wednesday, May 9.

More Retail Websites than Ever Achieve High Scores on ForeSee's Top 100 E-Retail Satisfaction Index

May 9, 2012

A record 36 of the top 100 online retailers achieve the "threshold for excellence" on the annual Top 100 E-Retail Satisfaction Index from customer experience analytics firm ForeSee. Scores of 80 or higher on ForeSee's 100-point scale are considered superior customer satisfaction performances.

Mobile is the Next Frontier for e-Government Satisfaction, According to ForeSee

April 24, 2012

ForeSee was the first company to develop technology to measure the customer experience of a random, but representative sample of visitors to mobile optimized sites and mobile apps across all leading mobile platforms. ForeSee has now released technology that enables companies to understand how customers think, feel, and act after they finish interacting with a mobile site or app.

ForeSee Announces New Capability to Measure Mobile Users' Customer Experience

April 23, 2012

ForeSee was the first company to develop technology to measure the customer experience of a random, but representative sample of visitors to mobile optimized sites and mobile apps across all leading mobile platforms. ForeSee has now released technology that enables companies to understand how customers think, feel, and act after they finish interacting with a mobile site or app.

Research Shows Consumers' Satisfaction Increases Loyalty on Entertainment and News Sites

April 12, 2012

ForeSee, the leader in technology-driven customer experience analytics, released a benchmark today that reports customer satisfaction for news and entertainment web and mobile sites in February. Today's benchmark represents more than 50,000 surveys expressing customer satisfaction, or, in some cases, dissatisfaction with the web and mobile experiences provided by some of the major players in these categories.

ForeSee Releases Canadian E-Retail Satisfaction Benchmark

April 3, 2012

ForeSee, the global leader in customer experience analytics, today released a new Canadian e-retail satisfaction benchmark that shows the strong link between customer satisfaction and the impact it has on future behaviors for customers of Canadian businesses.

Consumers' Love/Hate Relationship with Contact Centers

March 29, 2012

ForeSee today released its February Contact Center Benchmark, which allows companies to determine how the contact center experience they provide compares to industry averages and customer expectations.

ForeSee Announces 2012 Update: Expanded Capabilities, Innovative Technology Drive Revenue Growth

March 28, 2012

ForeSee announced that 2011 was its tenth consecutive year of revenue growth of more than 25%. The company's continued financial success is driven by technology, product and service excellence and innovation that is unmatched in the industry.

ForeSee Announces Expanded UK Website Satisfaction Benchmarks

March 27, 2012

With an online retail benchmark already well established in the UK, ForeSee now has a total of three specific benchmarks that measure customer satisfaction amongst its UK customers in those categories.

Daily Deal Sites Bring in New Business, According to ForeSee

March 5, 2012

While there has been some argument about the impact of daily deal offers on new business, according to the ForeSee report, daily deal offers do increase business awareness, purchases, and repeat purchases.

Netflix is Biggest E-Commerce Loser as Competition Ramps Up According to American Customer Satisfaction Index

February 21, 2012

Netflix suffers one of the largest drops in ACSI history as e-commerce inches up and competition stiffens, according to the American Customer Satisfaction Index's annual E-Commerce Update, produced in partnership with ForeSee.

npower Plans to Give Mobile Strategy a Full Charge with ForeSee

February 9, 2012

ForeSee, the pioneer in customer experience analytics, has today announced it is working with npower to measure and analyse the mobile customer experience on its website and mobile apps.