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Category Archives: Freed Your Mind Blog
UK E-Retailers: Best and Worst of the Christmas Season
Our annual study of satisfaction with the top 40 e-retailers in the UK is out today (the Top 40 in the US will be out next week on 12/28), and the findings are pretty interesting. First, customer satisfaction is up for the fourth year in a row, to an all-time high for the UK of 73, a slow but steady increase over the last five years. It’s also interesting to take a look at how the individual companies did. We see a really wide range of performance among UK e-retailers–there is a notable 24-point gap between the highest-scoring e-retailer (Amazon.co.uk, … Continue reading
Posted by Freed Your Mind Blog, Larry Freed
Tagged Customer Satisfaction, E-Retail, Original Research, UK
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2011 Holiday Season: Satisfaction Update
Cyber Monday and Green Monday have passed. Free Shipping Friday and the Holidays themselves are in our future. Where do things stand in terms of the customer experience this holiday season? (Why do we care? Because customer satisfaction, when measured correctly, predicts the future financial success of a company and also predicts future purchases, loyalty and recommendations. So we definitely want to keep on track of what has already happened with revenue reports, but looking at sales tells us what has already happened, whereas looking at satisfaction can actually predict the future.) Sales tell us it has been a great … Continue reading
Posted by Freed Your Mind Blog, Larry Freed
Tagged Benchmarking, E-Retail, Original Research, Social Media
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How do you Top Dinner at The Big House?
We just announced the date for our next ForeSee Summit in Ann Arbor. It will be May 21 through the 23rd. We are excited to host our customers in the great city of Ann Arbor on the campus of the University of Michigan. We are excited for an even bigger audience, even better summit and even more fun. Oh, for those of you that don’t know what the big house, it is the name for the University of Michigan Football Stadium, capacity 109,901. Although many times that capacity is exceeded. This year in the Michigan vs. Notre Dame football game … Continue reading
Cyber Monday 2011: Satisfaction Off to a Slow Start, Despite Higher Sales
Our annual analysis of customer satisfaction on Cyber Monday is turning up some interesting finds. 1. Browsers (that’s people who shopped online whether or not they bought anything) are less satisfied this year than last year. 2. In general, satisfaction is trending slightly down this year. We’ll have to wait and see if that turns around. 3. Buyers are about equally satisfied this year and last year. 4. Apparel & Accessories websites (of all kinds, including shoes) are doing the best job satisfying customers so far this season. It’s very early; too soon to say if the slightly lower satisfaction … Continue reading
Posted by Freed Your Mind Blog, Larry Freed
Tagged Benchmarking, Customer Satisfaction, E-Retail, Holiday Shopping
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The Holiday Season Is Off To A Good Start
Black Friday has come and gone and tomorrow is Cyber Monday. So, let’s take a minute and see how the holiday season looks so far and how the holiday weekend fared. To start with, all seems right with the world, Michigan beat Ohio State this weekend in an exciting football game in front of over 114,000 people at Michigan Stadium (“The Big House”) in Ann Arbor, and instead of dealing with the typical gray and cold November sky, we got 60 degrees of warmth. Now back to the holiday season. comScore reports online commerce on Black Friday was up 26% over … Continue reading
Customer Satisfaction with Health Insurance Websites is Dismal
First, I’ll share the results of our 2011 Healthcare Benchmark: Two things jumped out at me about today’s report, which is available for free download on our website. 1. Customer satisfaction for health insurance websites is dismal. I mean, dismal. On a 100-point scale, the average of all the health insurance websites we measure is 51. Compare that to pharma sites that get a 76 or to hospital and health system websites that get a 78. By any measure a 51 is BAD. Now, we definitely have individual health insurance clients that do very well. The individual company scores within the … Continue reading
Social Media Best Practices for Government
The federal government doesn’t have the same flexibility with implementing social media plans as the private sector. The feds have to deal with archaic public comment laws, bureaucratic approval processes for messaging, and smaller budgets. However, despite all that red tape, our researchshows that all 15 cabinet-level departments have some presence on the 3 big social networking sites (Facebook, Twitter, and YouTube). We’ve been releasing the ACSI E-Government Satisfaction Index since 2003. We’re trying to shake things up a bit, and while we still plan to release quarterly updates on citizen satisfaction and citizen ratings of transparency, we’re trying to supplement that … Continue reading
ForeSee 2011 Summit
I just wanted to thank all of our clients and our staff for a great ForeSee 2011 Summit.This is our fifth consecutive year hosting clients here in Ann Arbor, and it is seriously one of the highlights of my year–a chance to connect with many of our clients, new and old, to see what’s working for them, what isn’t, what kinds of business issues they’re facing, and what they need from us in the future. Special thanks to all who presented this year Chris Tsakalakis, President of StubHub, who talked about how they are creating a corporate culture that embraces customer … Continue reading
Posted by Freed Your Mind Blog, Larry Freed
Tagged Customer Experience Analytics, Events
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ForeSee Timeline
Our press release is out today formally announcing our expanded capabilities, shortened name, and new logo. Our website is updated with a fresher look (you can use www.foresee.com or www.foreseeresults.com) that reflects our company’s deep expertise. I got a few questions yesterday about other milestones in our history, so here’s a more expanded time line of the last ten years. Thanks again for all the emails and support! 2001 March 2001: Larry Freed tapped to build a new company designed to bring scientific customer satisfaction measurement to web-based marketing initiatives September 2001: ForeSee Results, Inc. officially incorporates after being jointly … Continue reading
ForeSee Turns Ten
We’ve been gearing up for our tenth anniversary this fall here at ForeSee, and I’ve been thinking a lot about the early days at ForeSee lately. The last ten years has been an amazing ride, and I can’t wait to see what’s in store for the next ten. Ten years isn’t such a long time if you’re a bank or a newspaper or a manufacturer. But it’s a very long time for an analytics company. We have not only survived a decade that has been very tough on American business (not to mention Michigan business!), we have thrived. We’ve done … Continue reading
