ForeSee Results' clients who are using its patented methodology to
measure and manage online customer satisfaction outperform industry
averages, the company announced today.
In a recent report produced by the American Customer Satisfaction Index
(ACSI), news websites were found to have customer satisfaction levels,
on average, of 74 on the study's 100-point scale. The July report
included major national news and information websites like ABCNews.com,
CNN.com, FOXNews.com, MSNBC.com, NYTimes.com and USAToday.com.
In contrast, ForeSee Results clients score a 76, two points and 3%
higher than the average for news websites. ForeSee Results' benchmark of
news and media companies includes a variety of news, media, and
information-based websites such as the Atlanta Journal-Constitution, CBS
Interactive, ESPN, Forbes, IDG News, National Public Radio, PBS, PBS
Kids, Voice of America, the Weather Channel, and many others.
Three-fourths of the companies in ForeSee Results' news and media
benchmark score higher than the ACSI aggregate news score of 74, and
one-third of all the news websites in ForeSee Results' news benchmark
score 80 or higher, generally considered the threshold for excellence
for ACSI scores.
"Our customers chose to work with us because they care deeply about
prioritizing the customer experience on their website," said Larry
Freed, President and CEO of ForeSee Results. "It follows logically that
they would have higher customer satisfaction scores: they're paying
attention to it and they have our best-in-class methodology and expert
analysis to help them improve it."
"It's a huge advantage to be able to compare ourselves to other news
media companies that are measured by ForeSee Results using ASCI scores,"
said Bruce Rogers, Chief Brand Officer at Forbes. "I think news and
media sites like us that re leveraging the power of ForeSee Results to
actually ask our clients about their needs and expectations will
naturally have a competitive edge. ForeSee Results helps us understand
how to prioritize the many, many things our readers want into a
manageable list of improvements that has a tangible impact on loyalty,
return visits, brand image, and even advertising."
Research shows that higher satisfaction leads to more return visits,
better reach, and higher subscription levels, all of which are key to
the financial success of a news or media website. For example, when
comparing the future intentions of less satisfied site visitors (scores
lower than 70) to highly satisfied site visitors (scores 80 and higher),
ForeSee Results research shows that, based on score differences, highly
satisfied visitors contribute to substantially higher:
"Website satisfaction is more than just a nice, feel-good concept," said
Jim Multari, Vice President of Marketing and Research at 24-hour
preschool television channel Sprout®. "ForeSee Results actually helps
our ad sales team influence current and prospective advertisers by
giving us real-time viewer and visitor insights that are critical during
the sales process. They know our site visitors are highly satisfied,
very loyal, and very likely to return to and recommend the site, which
means ad dollars work harder on our site than on a site where customers
are less engaged."
"We are helping many types of news and media clients use customer
intelligence to answer the most pressing issues facing them," said Eric
Feinberg, industry director for ForeSee Results' media and entertainment
practice. "We're giving clients actionable insights that determine their
course of action when it comes to content development, subscription
options, advertising value, audience segmentation and helping them piece
together the full picture of the customer experience-before, during, and
after the web visit."
About ForeSee Results
As the leader in customer satisfaction measurement, ForeSee Results
captures and analyzes voice of customer data to help organizations
increase loyalty, recommendations and marketing value. Using the
methodology of the American Customer Satisfaction Index (ACSI), ForeSee
Results identifies improvements across all channels and touch points
that drive customer satisfaction. With over 50 million survey responses
collected to date and benchmarks across dozens of industries, ForeSee
Results offers unparalleled expertise in customer satisfaction
measurement and management for news and media clients such as Atlanta
Journal-Constitution, CBS Interactive, ESPN, Forbes, IDG News, National
Public Radio, PBS Kids Sprout, Voice of America, the Weather Channel,
and many others.
ForeSee Results, a privately held company, is located in Ann Arbor,
Michigan and on the web at www.ForeSeeResults.com.
Connect with ForeSee Results (www.ForeSeeResults.com/connect.html)
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