ForeSee Results Selected By About.com to Gauge and Enhance User Satisfaction
ANN ARBOR, MI (March 29, 2005) -- ForeSee Results announced today that it has been engaged to measure and analyze the satisfaction of visitors to About.com, a leading source of online consumer information advice that provides “practical solutions for everyday problems”. About.com was recently acquired by The New York Times Company and ranks among the most frequently visited sites, with an audience of 20 million unique visitors each month.
Using American Customer Satisfaction Index (ACSI) scientific methodology, ForeSee Results gathers and analyzes “voice of the customer” data from a random sample of site visitors. This unique Web analytic helps About.com understand what drives users’ overall satisfaction with the online experience and consequently, how to increase satisfaction and loyalty through enhancements to specific aspects of the site.
“Each month, 20 million people turn to About.com for practical advice and information. We want to learn more about what these customers like and dislike on the site in order to give them the best possible experience so that they’ll return more often and refer us to their friends and acquaintances,” said Dae Mellencamp, SVP, Product Management of About.com. “ForeSee Results will help give us the insight we need to increase the value we provide to the many people who use About.com as a primary resource.”
ForeSee Results will segment data by specific site visitor groups to provide About.com with metrics to demonstrate how drivers of satisfaction and satisfaction levels compare for different types of audiences. ForeSee Result’s ability to segment the data is especially important due to the huge number of people who visit the site: Approximately one in every five people on the Net turn to About.com for how-to’s and advice on more than 50,000 topics.
“About.com holds a valued role in the lives of the millions of people seeking answers to questions on topics ranging from gardening to headaches. About.com is wisely turning the tables to leverage its sizable audience and understand what they need and want from the site,” said Larry Freed, President and CEO of ForeSee Results. “Addressing the needs of site visitors will help About.com maintain its market leadership position as it continues to evolve its offering.”
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. Clients include Ask Jeeves, The Weather Channel, DexMedia, and Forbes.com, among others. ForeSee Results, a privately held company, is located in Ann Arbor, Michigan and on the web at www.ForeSeeResults.com.
About About.com
Founded in 1997, About.com is the leading online source for original consumer information and advice and was acquired in March, 2005 by The New York Times Company (NYSE:NYT - News), a leading media company with 2004 revenues of $3.3 billion, includes The New York Times, the International Herald Tribune, The Boston Globe, 16 other newspapers, eight network-affiliated television stations, two New York City radio stations and more than 40 Web sites, including NYTimes.com and Boston.com.
As a top 15 Web property, About.com holds a valued role in the lives of more than 20 million Internet users. The success of About.com centers around a unique Guide System that features 23 content channels and promotes original content from more than 475 topical advisors or “Guides.” The Guides are the heart and soul of the About.com experience, sharing their passions across 50,000+ topics and offering actionable information and advice that is always useful, practical and personally relevant. With more than 1 million pieces of original content and approximately 400 million page views per month, About.com’s robust library stands as the largest of its kind on the Web today, maintaining its position as one of the Web’s most popular destinations.
FOR MORE INFORMATION:
Chaat Butsunturn
415.391.7900 x114
cbutsunturn@kearnswest.com
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