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ProQuest Uses ForeSee Satisfaction Analytics to Measure Web Customer Experience

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ANN ARBOR — ForeSee, the global leader in technology-driven customer experience analytics, today announced that the Ann Arbor database and information publisher ProQuest is using ForeSee’s customer experience analytics solution to measure and analyze the customer experience on its research portal used by academics around the globe.

“Researchers rely on ProQuest as a gateway to rich, deep Web content to support their work,” said Rich Belanger, CIO of ProQuest. “It’s essential that the quality of their web experience is as exceptional as the content. That makes continual feedback very important to us. In the past, our metrics consisted of usage analytics that measured the consumption of documents. Today, ForeSee has enabled us to expand our measurement to include attitudinal analytics that allow us to focus more on the end-user.”

Serving in a unique market, ProQuest has the challenge of satisfying two distinct audiences: the customer who in one scenario may be a university librarian who has purchased subscriptions to ProQuest products and services, and the end-user who uses those products and services to conduct research via the library. Both audiences will have differing expectations when engaging with ProQuest, but with ForeSee’s measurement, the organization is able to better understand the needs of each specific audience.

“The Satisfaction Measure from ForeSee allows us to monitor the performance of improvements we make to our platform, and it is great to see these ‘leading indicators’ of success occur in real time after making changes,” said Lynda James-Gilboe, VP of global customer experience and service at ProQuest. “We have had a steady upward trend in satisfaction over the past two years as we have improved our platform, which is due in part to the changes we make using intelligence from ForeSee.”

ProQuest has implemented ForeSee as a vital part of its ecosystem of “Decision Solutions,” which is a framework in the company’s Global Enterprise Management Solutions Group. Since its implementation, ForeSee has enabled ProQuest to not only credibly measure satisfaction at an aggregate level, but to also perform segment analysis in order to better understand the most effective way of optimizing for specific audiences.

“ProQuest is a valuable resource for the academic, government and business communities, and we at ForeSee are proud to contribute to the company’s efforts to continuously improve its customer experience,” said John Williams, senior VP of product and delivery at ForeSee. “Reaching so many different audiences can often be a challenge, but ProQuest has been able to successfully leverage ForeSee’s findings to drill down to what matters most to each audience segment, therefore creating an increasingly satisfactory experience for everyone.”

As a pioneer in customer experience analytics, ForeSee continuously measures satisfaction across customer touch points and delivers critical insights on where to prioritize improvements for maximum impact. Because ForeSee’s superior technology and proven methodology connect the customer experience to the bottom line, executives and managers are able to drive future success by confidently optimizing the efforts that will achieve business and brand objectives. The result is better business for companies and a better experience for consumers. Visit www.foresee.com for customer experience solutions and original research.

ProQuest connects people with vetted, reliable information. Key to serious research, the company has forged a 70-year reputation as a gateway to the world’s knowledge — from dissertations to governmental and cultural archives to news, in all its forms. Its role is essential to libraries and other organizations whose missions depend on the delivery of complete, trustworthy information. ProQuest includes the ProQuest, Bowker, Dialog, Ebrary, and Serials Solutions businesses and notable research tools such as the RefWorks, and Pivot services, as well as its’ Summon Web-scale discovery service. The company is headquartered in Ann Arbor, with offices around the world.

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