3/02/05

Rugs Direct Uncovers What Drives Online Customer Satisfaction with ForeSee Results

Kurt Peters , Executive Editor

ANN ARBOR, MI (March 2, 2005) -- ForeSee Results announced today that it is measuring customer satisfaction with RugsDirect.com, the website for Rugs Direct. Rugs Direct is a subsidiary of Winchester Carpet & Rug Company, the largest online retailer of area rugs in the country.

Using a proprietary customer satisfaction measurement tool based on the American Customer Satisfaction Index (ACSI), ForeSee Results measures the satisfaction of visitors to the Rugs Direct website. The proven and predictive ACSI methodology quantifies the impact of satisfaction drivers on overall customer satisfaction and provides insight into how organizations can enhance their websites to improve customer satisfaction and loyalty.

“We’re in the midst of a website redesign and we want to make sure we’re designing the site with the total shopping experience and consumer in mind,” said Kim Weisgerber Craig, Vice President. “We’re excited to find out exactly what our customers are looking for online, what led them to the website and to hear what we can do to make their shopping experience with us happier.”

The cause-and-effect methodology of the ACSI helps organizations quantify the impact of customer satisfaction on future behaviors tied to loyalty, such as repeat visits and purchases.

“Like most e-retailers, Rugs Direct is interested in converting site visitors into buyers. Finding out what makes online customers tick is an important first step for Rugs Direct in creating a larger base of loyal online customers,” said Larry Freed, President and CEO of ForeSee Results.

“We’ve just eclipsed 160 million hits a month to our website,” said President, Randy Kremer. “Providing a positive online experience for everyone who comes to our website is definitely a goal.”

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 Cabela’s, Finish Line, HSN, LEGO Shop at Home 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.

About Rugs-Direct:

Winchester, VA - Rugs Direct, The Nations Leading Source for Area Rugs, is a multi-channel retailer. Rugs Direct produces four to six direct mail catalogs per year and has an aggressive growth plan that includes opening 100 retail showrooms in the next five to seven years. As always, customers also have access to over 60,000 area rugs through the online area rug gallery, RugsDirect.com.

CONTACT:
Chaat Butsunturn
415.391.7900 x114
cbutsunturn@kearnswest.com

Topics:

American Customer Satisfaction Index, customer satisfaction, Foresee Results, Larry Freed, Technology Internet

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