ForeSee is an international customer experience analytics firm based in Ann Arbor, Michigan. Using the methodology of the American Customer Satisfaction Index (ACSI) which was founded at the University of Michigan , ForeSee continuously measures satisfaction across customer touch points and delivers critical insights on where to prioritize improvements for maximum impact. ForeSee's original research on retail, e-government, financial services, and other industries is regularly cited in major news and media outlets and in academic and analyst research.
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ForeSee was co-founded in 2001 by Compuware Corporation, a multi-billion dollar computer services corporation, and CFI Group, an international consulting firm. In 2007, ForeSee Results announced the completion of a $20 million financing, led by Updata Partners with Investor Growth Capital Investor AB as co-lead. The two investment firms currently join CFI Group as investors in ForeSee Results. Also in 2007. ForeSee Results acquired the Chicago-based usability consulting group Red Spade. In 2008, ForeSee Results acquired a technology from Vancouver based Nitobi that they developed into CS SessionReplay. In August, 2011, ForeSee shortened its name (from "ForeSee Results" to "ForeSee") and updated its iconic red logo, seen on millions of online and offline customer surveys each year.
The University of Michigan’s American Customer Satisfaction Index (ACSI) is an international indicator of customer satisfaction on both the macro and micro level.[1] The ACSI:
ForeSee owns and applies the methodology of the American Customer Satisfaction Index (ACSI) to measurement of the customer experience across critical customer touch points, including brick-and-mortar locations, call centers, websites, mobile experiences, and social media interactions.
ForeSee applies the ACSI methodology to capture voice of customer data through scientifically designed and deployed surveys on websites, on receipts, in kiosks, in call centers, and through other customer touch points. The ACSI methodology allows companies to identify which specific aspects of the customer experience have the greatest impact on overall loyalty, positive word-of-mouth, and future purchases.
ForeSee gathers customer input from an online survey that typically is presented to a random sample of online site visitors who accept an invitation to provide feedback. The survey contains two types of questions: ACSI model questions (where respondents rate overall satisfaction and different aspects of the web experience, e.g., search, on a 10-point scale) and open-ended or multi-choice “custom” questions. The survey can usually be completed in 2.5 to 3.5 minutes.
Survey data is continuously analyzed using ForeSee Results’ proprietary calculations based on the ACSI methodology. Clients receive regular reporting and analysis.
Overall satisfaction scores are reported on a 100-point scale, and the ACSI model questions determine which drivers of satisfaction have the greatest impact on future behaviors, such as likelihood to return to the site, recommend, purchase online or offline, etc.
The survey pop-ups can be blocked by configuring the Ad Block Plus extension in Mozilla Firefox and Google Chrome browsers to block */foresee-trigger.js
ForeSee has a national benchmark of more than 600 organizations in the private and public sectors, allowing companies to measure their performance against a national average.
ForeSee also has industry-specific benchmarks, including retail, financial services/insurance and federal government. Clients can also compare satisfaction levels against Fortune 500/200 benchmarks and against benchmarks of specific elements of the customer experience. Syndicated research by ForeSee, e.g., the Top 100 Online Retail Satisfaction Index, provides another means to compare performance.
ForeSee Results releases several major national research reports and indices each year, including: