Stop & Shop and Giant Food Weigh Online Customer Satisfaction with ForeSee Results
ANN ARBOR, MI (October 28, 2004) - ForeSee Results announced today that it will be measuring customer satisfaction within the website content of two supermarket chains owned by Ahold USA: Stop & Shop Supermarket Company and Giant Food LLC. The research is being conducted to better understand the role of each website in satisfying consumers’ information needs in order to enhance user satisfaction and their website experience.
Through the proven and predictive methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI), ForeSee Results measures customer satisfaction and quantifies the link between overall satisfaction, its key drivers and customers’ future behaviors. Measuring both websites will provide Ahold‘s Stop & Shop and Giant Food companies with insight into how effectively the two supermarket chains are meeting the needs of their online customers.
“It is important for us to know what our customers think of our websites and how we might be able to improve these sites to meet our customer’s needs. We will use ForeSee Results to guide our web strategy and provide an on-going tracking measurement system for tracking progress against our goals,” said Dr. Robert Sapinkopf, Director of Research for Giant Food.
“Figuring out which aspects of each website are best at meeting our customers’ needs is much more than having a creative and appealing website design. We need precise data that comes directly from the people who visit the websites, and that’s what we’ll receive with ForeSee Results,” added Sapinkopf.
“Supermarkets are a great example of a traditional industry that is figuring out how to take advantage of the web to reinforce customer relationships,” said Larry Freed, President and CEO of ForeSee Results. “By obtaining website user feedback and figuring out what makes users happy, Giant Food and Stop & Shop can enhance the user’s experience with their web site information.”
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 Finish Line, Lane Bryant, Hallmark Flowers and Iams, among others. ForeSee Results, a privately held company, is located in Ann Arbor, Michigan and on the web at www.ForeSeeResults.com.
About Stop & Shop / Giant Food
Giant Food LLC, headquartered in Landover, MD, operates 201 supermarkets in Virginia, Maryland, Delaware, New Jersey, and the District of Columbia, and employs more than 25,000 associates. Included within the 201 stores are 172 full-service pharmacies. Giant stores in New Jersey and Delaware operate under the Super G name.
The Stop & Shop Supermarket Company, based in Quincy, Massachusetts, employs more than 56,000 associates and operates nearly 350 stores throughout Massachusetts, Connecticut, Rhode Island, New Hampshire, New York and New Jersey. Giant is a member of the Ahold USA group, owned by Royal Ahold of the Netherlands. Ahold USA currently owns six prominent supermarket companies along the eastern seaboard: The Stop & Shop Supermarket Company, headquartered in Boston, MA; Giant Food LLC, based in Landover, MD; Tops Markets LLC, with headquarters in Buffalo, NY; Giant Food Stores LLC, based in Carlisle, PA; BI-LO LLC, headquartered in Mauldin, SC; and Bruno`s Supermarkets, Inc., with headquarters in Birmingham, AL. Jointly they operate over 1,600 stores of which 1,220 are supermarkets. Royal Ahold (NYSE: AHO) is a leading food provider in the United States and elsewhere in the world with total consolidated sales of USD 66 billion.
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