Not All Customer Satisfaction Surveys are Created Equal
Capturing Voice of Customer through an online survey is critical to meeting your web goals. But, not all surveys are created equal.
Only one customer satisfaction survey approach has demonstrated the cause-and-effect relationship between Voice of Customer and the bottom line: the American Customer Satisfaction Index methodology. ForeSee Results applies this proven, scientific methodology to capturing Voice of Customer feedback to create a key performance metric and a context for understanding how customer perceptions influence behavior. No other survey can capture the customer feedback you need and project the financial impact of your website experience.
ForeSee Results provides precise information leading to actionable insights and a customer metric you can trust. The ACSI methodology is based on a rigorous scientific foundation and proven 14-year track record. In fact, the ACSI is the only cross-industry metric proven to link customer satisfaction with financial results. With ForeSee Results, you can quantify the value of online customer satisfaction to your organization, enabling you to make sound, informed, strategic business decisions -- about your website and your business.
ForeSee Results employs web-based survey technology, a team of experienced research analysts, a usability-focused site review and a comprehensive suite of reports and tools, so you can:
- Measure customer satisfaction continuously
- Identify what’s driving customer satisfaction
- Prioritize investment and website improvements that will have the greatest impact on behavior and financial performance
- Receive a detailed prescription for website enhancements from a usability perspective
- Benchmark performance against over 30 industries, including leading best-of-breed websites measured by ForeSee Results and the ACSI
Comprehensive Measurement Solution
- Specific questions about the website experience for more meaningful analysis and actionable intelligence
- Brief, quick-to-answer surveys that encourage broader participation
- Flexible deployment options to gather representative feedback
- Surveys that address how satisfaction directly influences your customers' behavior
- Research and usability specialists to provide expert analysis and insights
- Comprehensive suite of reporting and self-directed analysis tools
Specific questions about the website experience for more meaningful analysis and actionable intelligence
Satisfaction is made up of multiple, interrelated elements, and our customer satisfaction surveys reflect this fact. We measure a range of elements that drive satisfaction on the web – including navigation, site performance, look and feel. To pinpoint specific areas of strength and opportunities for improvement, each element is made up of several questions, resulting in more accurate results.
ForeSee Results’ customer satisfaction surveys contain “model” questions that use a 10-point response scale for greater differentiation of responses. Our approach provides you with specific data for meaningful segment analysis to guide you in making strategic business decisions.
Our survey models have been developed by market research experts and tested with more than 10 million responses. Our ability to accurately assess satisfaction and its direct relationship on future behavior has been proven across more than 200 companies and 22 industries.
Brief, quick-to-answer surveys that encourage broader participation
Because our surveys typically take just 2-3 minutes to complete, our completion rate is higher than with other approaches. Even without incentives, our typical response rate is 6% to 10%. Also, unlike other organizations, we don’t charge per survey.
Flexible deployment options to gather representative feedback
ForeSee Results offers flexible deployment options to meet your needs and obtain representative site visitor feedback. Our survey is most commonly deployed to a random sample of your site visitors during their online experience as an in-session, by-invitation “pop up.” We also deploy surveys on-exit, on-action and via email links.
Surveys that address how satisfaction directly influences your customers' behavior
The proven ACSI methodology provides exact data and insights into how satisfaction with specific elements of the web experience drives future purchases, referrals, future visits and other desired behaviors. The ACSI methodology uses a complex algorithm to calculate the relationships between elements, overall satisfaction and future behaviors. This approach yields a reliable scientific projection of the financial implications of improving satisfaction. Armed with this information, you can build a sound business case for your web management initiatives based on valid forecasts.
Research and usability specialists to provide expert analysis and insights
ForeSee Results has an unmatched team of experienced research and usability analysts. Your assigned Satisfaction Research Analyst acts as an extension of your research team, providing in-depth analysis and data-driven insights based on experience and knowledge of the ACSI methodology. Your Usability Analyst helps you convert a satisfaction diagnosis into a specific prescription for website improvement based on best practices in usability.
Comprehensive suite of reporting and self-directed analysis tools
ForeSee Results’ comprehensive solution incorporates a suite of reporting and self-directed analysis tools. You receive aggregate and segmented reporting at intervals you choose, up to daily. Raw data is also available. ForeSee Results also provides a robust data analysis tool and a solution that enables you to perform in-depth analysis on verbatim text responses.
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