comScore Networks and ForeSee Results Join Forces to Deliver Competitive Customer Satisfaction Metrics

Mary Wagner

ANN ARBOR, MI and RESTON, VA, (May 12, 2003)comScore Networks, Inc. and ForeSee Results today announced a partnership to deliver a competitive intelligence capability for measuring customer satisfaction across competitive websites. This new strategic management tool combines the widely recognized customer satisfaction methodology employed by ForeSee Results with the industry-leading survey and continuous-measurement technology developed by comScore.

Using the methodology of the American Customer Satisfaction Index (ACSI) used at the University of Michigan, ForeSee Results has developed a model that scientifically quantifies the elements that drive online customer satisfaction with links to future buyer behavior and the financial performance of a brand.

Through its proprietary and patent-pending technology, comScore continuously and confidentially captures the complete details of Internet surfing and actual buying activity across its Global Network of more than 1.5 million representative Internet users. The comScore database combines industry-endorsed random digit dial (RDD) sampling methodologies with massive population samples across key home, work, university and non-U.S. locations.

comScore’s continuous view of Web-wide activity enables it to precisely target consumer surveys and seamlessly integrate the resulting attitudinal data with its rich database of passively observed behavior. comScore and Foresee Results’ combined offering enables clients to extend the reach of the ForeSee Results methodology beyond the view of each client’s own website and to create benchmarks among competitive websites on a site-specific basis. For the first time, clients can directly survey visitors of virtually any website, including competitive sites, using the ForeSee Results model deployed via comScore technology.

This approach also allows targeting based on specific online behavior, such as browsing patterns, purchasing activity, and other criteria such as demographic characteristics. For example, an online travel site could measure satisfaction among high-income travelers who priced an itinerary on the client’s site, but left the site and booked a trip with a competitor.

“Many marketers enjoy the strength of comScore Survey Solutions in helping understand the attitudes of previously elusive consumer segments across the entire Web,” said Michael Phillips, vice president of comScore Survey Solutions. “The ForeSee Results methodology reinforces this capability by quantifying the impact of competitive customer satisfaction using the accurate, credible ASCI methodology that has long been published by the Wall Street Journal and other trusted sources.

ForeSee Results’ methodology measures the drivers of online customer satisfaction, overall satisfaction, and what users are likely to do as a result of their Web experience. In addition, ForeSee Results determines the impact that incremental changes to a website will have on overall satisfaction and future behavior of users. This information allows companies to not only gauge current performance, but also identify strategies that will deliver the largest returns based on improvements in customer satisfaction.

“ForeSee Results and the ACSI have for years reported key strengths and weaknesses of our clients’ own businesses as measured by customer satisfaction,” noted Larry Freed, President and CEO of ForeSee Results. “We’re delighted to work with comScore to add a competitive dimension to our analysis. The end result reveals important opportunities and threats that our clients can address to improve customer satisfaction and maximize customer loyalty and market share.”

About comScore Networks
comScore Networks provides unparalleled insight into consumer behavior. This capability is based on a representative cross-section of more than 1.5 million global Internet users who have given comScore explicit permission to confidentially capture their Web-wide browsing, buying and other transaction behavior, including offline purchasing. Through its patent-pending technology, comScore measures what matters across the entire spectrum of surfing and buying behavior. This deep knowledge of customers and competitors helps clients design more powerful marketing strategies and tactics that deliver superior ROI. comScore services are used by global leaders such as Microsoft, Kraft, The New York Times Company, Best Buy, Verizon, Nestlé, Wells Fargo & Company, GlaxoSmithKline, and Orbitz. For more information, please visit www.comscore.com.

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 for retailers. Using the methodology of the American Customer Satisfaction Index (ACSI) developed at the University of Michigan, ForeSee Results has developed a model that blends innovative technology, statistics, and economics to scientifically quantify the elements that drive online customer satisfaction and their link to future behaviors like likelihood to purchase, return to the site, or recommend the site to a friend. ForeSee Results was co-founded by Compuware Corporation, a multi-billion dollar software and IT services company, and CFI Group, an internationally-recognized market research consulting firm founded by Dr. Claes Fornell. www.ForeSeeResults.com

Sarah Allen 202.535.7800 sallen@kearnswest.com


Claes Fornell, comScore, Consumer behaviour, Larry Freed, Loyalty business model