Ann Arbor-based ForeSee Results announced the launch of CS Mobile, a new product that quantifies customer satisfaction with companies’ mobile apps and mobile sites in order to identify improvements that can generate the greatest returns.
“Companies are formatting content and functionality for display and usage on hand-held devices, and frankly, it doesn’t always work from a user perspective,” said Larry Freed, President and CEO of ForeSee Results. “The mobile channel may be evolving, but customers expect the same kind of experience with their favorite brands whether it’s on a personal computer, a laptop, a tablet, a smart phone, or in a mobile app. Companies have to make sure they are meeting and exceeding customer expectations regardless of their location or what device they use.”
CS Mobile is built upon the scientific and predictive methodology of the American Customer Satisfaction Index, developed at the University of Michigan. ForeSee Results has been using the ACSI since 2001 because of its proven accuracy, precision, and reliability; over 16 years of empirical evidence shows a link between companies’ scores in the index and financial results.
ForeSee Results applies the ACSI methodology across all customer channels and touch points (Web site, call center, in-store, mobile, social media, e-mail) to help organizations understand how customers’ experience and satisfaction impacts their loyalty, recommendations, future purchases, and other behaviors specific to their industry.
CS Mobile allows companies to:
* Continuously monitor customers’ satisfaction and experience with mobile websites and apps, with 24/7 access to data and self-directed analysis capabilities.
* Make data-driven improvements that increase the likelihood that mobile users engage more deeply with a brand — such as purchase, return visits, and recommendations — which are tied to bottom-line performance.
* Benchmark performance for mobile apps and mobile site over time and against peers and competitors.
Using a patented, scientific methodology developed at the University of Michigan, ForeSee Results identifies improvements across all channels and touch points that drive customer satisfaction. With over 58 million survey responses collected to date and benchmarks across dozens of industries, ForeSee Results offers unparalleled expertise in customer satisfaction measurement and management around the globe.
ForeSee Results can be found online at www.ForeSeeResults.com.