Customer Satisfaction Checks In for La Quinta Corporation
ForeSee Results to help La Quinta maximize web channel
ANN ARBOR , MI (May 11, 2005) -- Online customer satisfaction experts ForeSee Results have been retained by the La Quinta Corporation to help identify ways to build on the success of the hotel company’s proprietary web site, www.lq.com.
With the emergence of the web channel as a critical step in the travel shopping process for many travelers, ForeSee Results will provide La Quinta with assistance in addressing an area most hospitality websites still struggle with – the retention of first-time visitors. This initiative comes at a time when the American Customer Satisfaction Index has shown the leading travel websites lag the e-retail and e-commerce sectors in customer satisfaction.
“We are doing a good job overall and ForeSee Results will help us take additional steps to convert first-time visitors into regular users of our website…and loyal guests of our hotels,” said Sandy Heilman, vice president, electronic distribution and marketing for La Quinta Corporation.
ForeSee Results measures both overall customer satisfaction and satisfaction with specific elements of www.lq.com, such as navigation and travel information. Using a proprietary web analytic powered by the University of Michigan’s American Customer Satisfaction Index (ACSI), ForeSee Results also predicts how likely site visitors are to book travel online, return to the site and recommend it to others based on satisfaction. Segmentation of the data gives La Quinta insights into how satisfaction varies for different audience groups.
“La Quinta recognizes that the big win potential comes from getting those browsers and first-time visitors engaged with their brand,” said Larry Freed, president and CEO of ForeSee Results. “Their customers are the best source of information about what a consumer wants and needs from a hospitality website. La Quinta is going to the source.”
La Quinta’s web site provides information and reservation services for Baymont Inn & Suites, La Quinta Inns, La Quinta Inn & Suites, Woodfield Suites and Budgetel hotels.
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 scientifically quantifies the elements that drive online customer satisfaction and predicts future behaviors such as purchase, return site visits or referrals. A partial list of clients includes Cabela’s, LEGO Shop at Home, U.S. Mint, Danskin and Tower Records, among others. ForeSee Results, a privately held company, is located in Ann Arbor, Michigan and on the web at www.foreseeresults.com.
Contact:
Chaat Butsunturn
415.391.7900 x114
cbutsunturn@kearnswest.com
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