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Learn How Customer Satisfaction Drives Web Effectiveness
Customer satisfaction is a valuable corporate asset and managing the satisfaction with the website experience is becoming ever more critical to building strong customer relationships.However, not enough companies take a scientific, predictive approach to measuring customer satisfaction online. Many companies deploy surveys to measure customer satisfaction on their websites, but few use a precise, reliable and predictive methodology that gives them true insight into who’s coming to their website, what their needs and expectations are, and how well the website addresses them. When companies employ an overly simple, unscientific approach, many end up with data that’s not accurate or actionable.
The American Customer Satisfaction Index (ACSI) is different. The ACSI methodology is a measurement system that provides a rigorous scientific foundation and proven track record to quantify the value of customer satisfaction to your organization, enabling you to make sound, informed, strategic business decisions -- about your website and your business.
Our products incorporate web-based survey technology, the proven ACSI methodology that links customer satisfaction to financial results and analytical support from our Satisfaction Research Analysts and Usability Auditors that allow companies to:
- Measure customer satisfaction continuously, profiling site visitors and their needs and expectations and analyzing key visitor segments
- Watch actual visitor session recordings that represent key visitor segments defined by satisfaction data, open-ended questions and behavioral data.
- Identify what’s driving customer satisfaction and what will have the greatest impact on behavior and financial performance
- Prioritize investments based on ROI
- Benchmark against competitors and leading websites measured by ForeSee Results and the ACSI, as well as across specific audience segments
- Prescribe user-centric improvements that will have the greatest return on investment
ForeSee Results gathers precise, accurate, reliable and predictive data through:
- Specific questions about the website experience for actionable intelligence
- Brief, quick-to-answer surveys that encourage broader participation
- Surveys that address how satisfaction directly influences your customers’ behavior
- Satisfaction Research Analysts (SRAs) that interpret the data for you so you can focus on audience segments and improvements that afford the greatest opportunity
- Usability Auditors that prescribe user-centric improvements with the greatest ROI
- Recording of actual visitor sessions to review that add color and depth to your analysis
Specific questions about the website experience for actionable intelligence
Our survey models include a broad 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, we ask several questions for each element, resulting in more accurate answers.
Our model questions incorporate a 10-point radio button scale for greater differentiation of responses. With this approach, you receive specific data for meaningful segmentation analysis to guide you in making web changes and strategic business decisions.
Our survey models have been developed by market research experts and tested with more than 34 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
Our surveys typically take just 2-3 minutes to complete, resulting in a high completion rate and a more representative sample of respondents than many other surveys. Our surveys are presented randomly during a customer’s web session subject to strategic parameters that qualify respondents. We present surveys continuously, so you get current and continuously-updated data and can track trends over time.
Surveys that address how satisfaction directly influences your customers’ behavior
Thanks to the proven ACSI methodology, our surveys provide exact data and insights into how satisfaction with specific elements of the web experience drives behavior: future purchases, referrals, future visits, selection as first resource, etc. The ACSI methodology uses a complex algorithm to calculate the relationships between elements, overall satisfaction and future behaviors. This 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.
Satisfaction Research Analysts (SRAs) that interpret the data for you.
Your Satisfaction Research Analyst (SRA) acts as an extension of your research team. The SRA will help you leverage the ACSI methodology by identifying the areas for improvement that will help you achieve your website business objectives. Using a guided analysis approach, the SRA will segment, analyze, and interpret detailed customer satisfaction analytics data to provide you with actionable results that can lead to greater ROI. Additionally, the SRA can validate the impact of a site change on customer satisfaction and your desired customer behaviors.
Usability Auditors that prescribe user-centric improvements with the greatest ROI
Our core service level includes usability audits of high-priority areas of your website to identify the top violations of usability best practices. The Usability Auditor targets aspects of the visitor experience that will deliver the greatest returns to satisfaction, providing you with very actionable recommendations that can lead to greater effectiveness of your website and return on investment.
Recording of actual visitor sessions to review that add color and depth to your analysis
Our complementary session recording product enables you to extend analysis of key visitors segments down to the individual respondent level, so you can actually see the experience through the visitors’ eyes. This extension of our satisfaction analysis can help you address strategic and operations issues by providing visibility into real user sessions, unbiased by usability testing procedures.