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TMCNet:  ForeSee Results' Media Clients Beat Industry Averages

[October 27, 2010]

ForeSee Results' Media Clients Beat Industry Averages

ANN ARBOR, Mich. --(Business Wire)--

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 (News - Alert), 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:

  • Revenue: 62% greater likelihood to subscribe;
  • Reach: 84% greater likelihood to recommend the website;
  • Frequency: 43% greater likelihood to return to the website;

"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 (News - Alert)®. "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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