ANN ARBOR, Mich.--ForeSee Results today announced they will continue to measure online customer satisfaction for Eastern Mountain Sports (www.ems.com), one of the nation`s leading specialty outdoor retailers.
ForeSee Results has been working with ems.com since 2006 to apply the methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI) online. The powerful methodology of the ACSI shows Eastern Mountain Sports how improvements to specific aspects of the site’s look and feel (like navigation or site performance) will positively affect loyalty, retention, and sales, while also illuminating the priorities and preferences of specific segments of online shoppers.
“Eastern Mountain Sports makes ongoing improvements to our site on a regular basis, guided in large part by the data we got from ForeSee Results. This data shows us which site enhancements will have the greatest return on our investment,” said Mary Lesser, director of e-commerce operations at Eastern Mountain Sports. “We are able to use our website to better meet the needs of our online shoppers because we know what they want, whether they are a serious outdoor enthusiast or a more casual weekend explorer.”
“Eastern Mountain Sports is operating in an intensely competitive landscape, and their huge advantage is the fact that they are listening to what their customers want and need from their website,” said Larry Freed, president and CEO of ForeSee Results. “The only way to retain true loyalty and encourage future sales, both online and offline, is to make sure customers stay satisfied.”
About ForeSee Results
As the leader in online customer satisfaction measurement, ForeSee Results captures and analyzes online voice of customer data to help organizations increase sales, loyalty, recommendations and website value. Using the methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI), ForeSee Results identifies the improvements to websites and other online initiatives with the greatest ROI. With over 28 million survey responses collected to date and benchmarks across dozens of industries, ForeSee Results offers unparalleled expertise in customer satisfaction measurement and management. Retail clients include Ace Hardware, Chef’s Catalog, Danskin, Newegg, NHL, and Sephora, among others.
ForeSee Results, a privately held company, is located in Ann Arbor, Michigan and on the web at www.ForeSeeResults.com.
About Eastern Mountain Sports
Founded in 1967 by two New England rock climbers and based in Peterborough, N.H., Eastern Mountain Sports is one of the nation’s leading outfitters of outdoor gear, clothing, footwear and accessories with 66 retail stores in 12 states. Eastern Mountain Sports designs and sells products for outdoor adventurers who participate in a variety of sports, such as mountaineering, backpacking, camping, hiking, adventure racing, climbing, kayaking, mountain biking and snow sports. Eastern Mountain Sports product and technology is tested by its product development and quality assurance teams in conjunction with the Eastern Mountain Sports Climbing, Kayaking and Ski Schools. More information is available at www.ems.com.
Contacts
ForeSee Results
Sarah Allen-Short, 301-518-2960
Sarah.Allen-Short@ForeseeResults.com
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