The American Customer Satisfaction Index (ACSI) the Gold Standard
The ACSI is a leading economic indicator used by 43 industries and over 200 organisations in the US. The ACSI measures and links customer satisfaction to financial performance and has been proven to be a reliable indicator of consumer spending and US GDP. In a groundbreaking 2006 study, University of Michigan business professor and creator of the ACSI Claes Fornell showed the relationship between customer satisfaction and financial success by creating a hedge portfolio in which stocks were bought and sold in response to changes in the American Customer Satisfaction Index (ACSI).Commenting on the study the Harvard Business Review stated that "the companies with high customer-satisfaction scores have blown the S&P 500 out of the water"..
Customer Satisfaction Drives Future Behaviour
Foresee Results have taken the ACSI methodology online. Respondents are asked to answer questions on different aspects of the web experience such as content, functionality and look and feel. Followed by a standard set of competitor benchmarked ACSI customer satisfaction questions. And finally a set of questions on future behaviours such as likelihood to return or recommend the site.
Modelling Cause and Effect
Each category of element, customer satisfaction and future behaviours are given a satisfaction score and an impact score. Which allows organisations to identify website improvements that will have the greatest impact on customer satisfaction and future behaviour.
Integration with Web Analytics Solutions
Foresee Results can integrate with most web analytics solutions such as Omniture Site Catalyst or Coremetrics Web Analytics Platform to combine behavioural and attitudinal data.
Continuous Data Collection
The Foresee Results package provides continuous monitoring of customer satisfaction data, the support of a research analyst and expert usability review if required.