Finish Line Pairs Up with ForeSee Results to Measure Online Customer Satisfaction
ANN ARBOR, MI (May 10, 2004) - ForeSee Results announced today that it has been engaged by The Finish Line, Inc. to identify key drivers of customer satisfaction with its web-based retail store, www.finishline.com.
"The web is a key component of Finish Line`s multi-channel mix," said Kent Zimmerman, Director, E-Commerce for the athletic shoe retailer. "Customers visiting finishline.com should have the same high-quality sales experience they have come to expect in Finish Line stores. We can make sure this happens by understanding what drives customer satisfaction on the site."
Using the methodology of the University of Michigan`s American Customer Satisfaction Index (ACSI), ForeSee Results assesses customer satisfaction with the entire online sales experience: from browsing through order fulfillment. Data gathered and analyzed during the process can be used to predict the impact of website enhancements on customer satisfaction, and on future behaviors such as likelihood to purchase again <= either online or in a store.
"With the ForeSee Results` data and analysis, we can shape our website around what our customers want and need in order to strengthen both customer satisfaction and online sales," said Zimmerman.
"Like Finish Line, many retail organizations are really focusing on the value of the web in supporting their multi-channel sales strategy," said Larry Freed, President and CEO of ForeSee Results. "Understanding online customer satisfaction and acting on the data puts Finish Line on the road to improved conversion rates across all channels."
About ForeSee Results
ForeSee Results is the market leader in online customer satisfaction management and converting satisfaction data into user-driven web development strategies. Using the methodology of the University of Michigan`s American Customer Satisfaction Index (ACSI), ForeSee Results has developed a model that scientifically quantifies the elements that drive online customer satisfaction and predicts future behaviors such as purchase, return site visits or referrals. Clients include Bluefly, Danskin, Hallmark Flowers, Home Shopping Network and NHL, among others. ForeSee Results, a privately held company co-founded by Compuware Corporation and CFI Group, is located in Ann Arbor and on the web at www.ForeSeeResults.com.
About Finish Line
The Finish Line, Inc. is one of the nation`s leading athletic specialty retailers offering the best selection of footwear, apparel and accessories for men, women and kids. Finish Line is publicly traded on the NASDAQ National Market under the symbol FINL and currently operates 547 stores in 46 states and online. For more information about the company, visit www.finishline.com.
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Contact:
Sarah Allen
202-535-7800
sallen@kearnswest.com
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