ANN ARBOR, MI (February 9, 2004) -- ForeSee Results announced today that they are providing online customer satisfaction measurement and management services for HSN.com, the website for TV and Web retailer HSN an operating business of InterActiveCorp and one of the leading multi-channel retailers in the world.
Using a methodology employed by the University of Michigan`s American Customer Satisfaction Index (ACSI), ForeSee Results will provide precise, actionable insight into what drives satisfaction of HSN.com`s website users. Going beyond clickstream analysis, ForeSee Results can predict how users` satisfaction levels with various website elements will impact specific future behaviors (such as purchase, return visits and referrals) and how those behaviors can be affected by incremental changes and enhancements to the site.
"By understanding what drives satisfaction for our key online customer segments, we can focus our resources where they`ll have the greatest return -- on increasing satisfaction with the online shopping experience and on our bottom line," said Scott Sanborn, VP of Marketing for HSN.com.
"HSN.com understands how critical it is to meet customer expectations across all channels," said Larry Freed, President and CEO of ForeSee Results. "The ACSI technology we employ is proven to precisely, accurately and reliably quantify the cause-and-effect relationships between the drivers of satisfaction, overall satisfaction and future behaviors. Our clients use this insight to prioritize web investments and take advantage of opportunities they didn`t know existed."
About ForeSee Results
ForeSee Results is the market leader in online customer satisfaction management and specializes in converting satisfaction data into user-driven web development strategies. Using the methodology of the American Customer Satisfaction Index (ACSI) developed at the University of Michigan, ForeSee Results has developed a model that scientifically quantifies the elements that drive online customer satisfaction and predicts future behaviors like likelihood to purchase, return, or recommend the site. ForeSee Results, a privately held company co-founded by Compuware Corporation and CFI Group, is located in Ann Arbor, Michigan and on the web at www.ForeSeeResults.com. Their online retail clients include Bluefly, Tower Records, NHL, Danskin and many others.
About HSN
HSN, an operating business of IAC/InterActiveCorp (Nasdaq: IACI), originated the television shopping concept in 1977. The idea materialized on a small AM radio station in Florida and has since grown into a global multichannel retailer with a thriving TV, catalog and Web business on hsn.com. HSN generated worldwide consolidated sales of close to $2 billion in 2002 and is the 4th largest cable television network in the U.S.
CONTACT:
Sarah Allen
202.535.7800
sallen@kearnswest.com
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