Customer Satisfaction Key to Revenue, Engagement, and Referrals

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Clients of Foresee Results are outperforming industry averages in regard to the satisfaction of their site visitors.

In a recent report produced by the American Customer Satisfaction Index (ACSI) - which is strategically aligned with Foresee, news websites including ABCNews.com, CNN.com, FOXNews.com, MSNBC.com, NYTimes.com and USAToday.com were found to have customer satisfaction levels, on average, of 74 on the study’s 100-point scale. In contrast, ForeSee Results clients scored 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 others.

“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 doesn't take a Web guru to understand that higher satisfaction leads to more visits, extended reach and high revenues. When comparing the future intentions of less satisfied site visitors to highly satisfied site visitors, the company research indicates that the highly satisfied visitors have a 62% greater likelihood to subscribe, 84% greater likelihood to recommend the website and a 43% greater likelihood to return to the website. 

“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.”

 

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