Southwest Airlines Vacations Selects ForeSee Results for Web Customer Satisfaction Management
ANN ARBOR, MI (May 19, 2003) Southwest Airlines Vacationsa leader in quality, low-cost leisure vacation productshas selected web customer satisfaction management firm ForeSee Results to help continue the rapid growth of its online business. ForeSee Results’ scientifically robust technology isolates which factors most influence customer satisfaction and purchase behaviors. Understanding these factors helped Southwest Airlines Vacations make content and functionality decisions related to the recent re-design of their website at http://www.swavacations.com.
Southwest Airlines Vacations used ForeSee Results to collect and segment satisfaction data by customer type (such as first time visitors vs. frequent visitors) and by reasons why customers came to the site (such as to research destinations or purchase vacation packages). This specific data helped Southwest Vacations Airlines better understand the needs and concerns of various segments and determine which changes would most impact purchasing behaviors.
“One of the key success factors for our site is revenue-generation,” said Allison Su, Interactive Marketing Manager at Southwest Airlines Vacations. “ForeSee Results added tremendous value because of their ability to segment pre- and post-purchase customer satisfaction levels. This information gave us a clear understanding of what drives our customers to buy and which changes would improve our conversion rates. The best part is that the information is presented in clear, actionable reports, supported by in-depth data analysis from the ForeSee Results client services team.”
“By listening to their customers, Southwest Airlines Vacations delivered a re-designed website that helps their visitors purchase vacation packages quickly and easily,” said ForeSee Results CEO and online customer satisfaction expert Larry Freed. “ForeSee Results is pleased to help Southwest Airlines Vacations ensure their online channel continues to exceed customer expectations.”
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 University of Michigan’s American Customer Satisfaction Index (ACSI), ForeSee Results has created a model that scientifically quantifies the elements that drive online customer satisfaction and predicts future behaviors, including the likelihood to purchase, return to the site, or recommend the site to a friend. ForeSee Results, a privately held company co-founded by Compuware Corporation and CFI Group, is located in Ann Arbor, Michigan.
About Southwest Airlines Vacations
Southwest Airlines Vacations is the leisure vacation package product for Southwest Airlines and is operated by The Mark Travel Corporation (TMTC). Southwest Airlines Vacations provides customers with an easy and affordable way to create a personalized vacation package. Customers can select their roundtrip Southwest Airlines flights, hotel accommodations from budget to luxury, options such as rental cars, ground transportation, area attraction passes, show tickets, and more. We know no two people are alike, so no two vacations should be alike. Customers can pick and choose the items to include in their package and then purchase their complete vacation with one, simple transaction. Find us on the web at http://www.swavacations.com.
Sarah Allen
202.535.7800
sallen@kearnswest.com
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