CS SiteManager:
Turning Customer Satisfaction
Insights into Business Intelligence

Going far beyond a simple satisfaction score, CS SiteManager is a comprehensive measurement solution for the private sector based on the proven methodology of the American Customer Satisfaction Index (ACSI). CS SiteManager provides a credible metric of how satisfied your site visitors are today and actionable insights into how to improve satisfaction to drive future behaviors with bottom-line impact.

For our clients, customer satisfaction measurement is a key performance indicator, business improvement tool and competitive benchmark.

CS SiteManager applies the proven and powerful ACSI methodology to help you:

• Reliably measure satisfaction, overall and with website elements (e.g., search, navigation and product information) that drive online customer satisfaction



• Continuously capture voice of customer, including satisfaction scores, audience profiling information and verbatim comments



• Identify user-centric site enhancement opportunities that will have the greatest impact on the sales (online and offline), positive word of mouth recommendations, brand engagement and other key metrics.



• Credibly benchmark performance against other hundreds of leading organizations measured by ForeSee Results and the ACSI



• Track and trend performance through our robust suite of reports and self-directed analysis tools



• Benefit from expert insights, recommendations and best practices from a dedicated and experienced Satisfaction Research Analyst



• Gain usability recommendations focused on ROI through combining our Usability Audit Review process with our analysis that identifies the high priority areas that need attention.

 

Features	Benefits
Model Design & Deployment
Flexible deployment options: in-session, on-exit, email, etc.	Gather voice of customer in the most effective way
Designated Satisfaction Research Analyst	Extend the reach of your market research team by working with an assigned analyst
Custom survey built using “building blocks” process	Receive insights to ACSI-based model questions and custom questions specific to your needs
Data Collection – Voice of Customer
Unlimited data collection under annual subscription fee	Cost-efficiently gather large volume of representative feedback
ACSI Calculations
Scientific ACSI methodology used to analyze data	Make decisions based on your satisfaction data, knowing that it’s been calculated using a credible and proven methodology
Reporting & Analysis – Continuous Monitoring
Online Portal	Benefit from 24/7 access to data with ability to filter by specified date ranges
Comprehensive suite of Satisfaction Performance Reports	Track and trend performance through monthly summary reports and specific reports of interest at intervals you schedule
Reporting & Analysis – Expert Analysis & Insights
Satisfaction Insight Review	Receive deep analysis, best practices, expert insights and benchmarks through comprehensive presentation of data
Usability Audit Review	Take satisfaction data to the next level through analysis of a particular area of your site from a usability perspective
Reporting & Analysis – Self-Directed Analysis
Ad Hoc Tool	Conduct advanced analysis of your data – overall or for specific segments
Comment Cluster Tool	Manage and analyze responses to open-ended comments within the context of satisfaction scores