…UK retail and packaged goods companies average 67 on a 100 point scale…

London, UK – 19th April 2011 — ForeSee Results, the global leader in technology-driven customer satisfaction analytics, are today publishing the first benchmark report for customer satisfaction amongst its UK customers. With over 24,000 customer surveys conducted in February, the benchmark (which measures online customer satisfaction across a wide variety of retail and consumer packaged goods vendors) received a score of 67 on a 100-point scale. British companies included in the benchmark include Aurora Fashion, British Airways, Curry’s, Debenhams, Dixon’s, Homebase, Kelloggs UK, and TUI Travel UK & Ireland among others.

Within the benchmark, individual scores for companies in the UK ranged widely between 51-77 points. “In terms of customer satisfaction, success is relative and differs by industry, country, channel and individual company,” said Larry Freed, president and CEO of ForeSee Results. “A score of 69 would be just above average for a UK e-retailer or packaged goods company, whilst it would be poor for an American e-retailer and excellent for an American insurance company.”

ForeSee Results produces 80 monthly benchmarks representing more than 1000 websites around the world, organised by industry, country, and functional category. The benchmarks provide average satisfaction scores so that companies can see how they stand relative to their competition. Studies have shown that satisfaction, when measured using the methodology employed by ForeSee Results, drives purchase intent, returns, and recommendations and predicts the future success of a business.

“Satisfaction really matters,” said Mansoor Malik, managing director for ForeSee Results in the UK. “Since highly satisfied visitors in the UK say they are 71 percent more likely to return and 107 percent more likely to recommend a website to others, it’s critical that UK companies in all industries get an accurate picture of where they are and what specific things they can do to improve their customer experience across all channels.”

“The UK retail benchmark gives us critical information about how well we are doing in comparison to others,” said Alex Horstmann, general manager of user experience and design at TUI UK, a ForeSee Results client. “Further analysis from ForeSee shows how likely our customers are to purchase, return, and recommend us. Then our individual reports give us specific and actionable information on how to make improvements.”

ForeSee Results has been working in the UK since 2008 and opened its first UK office in London in 2010. The company use a proven, scientific methodology developed at the University of Michigan to determine how improvements to specific aspects of the online experience, such as navigation and site performance, will positively affect overall satisfaction, likelihood to do business with the organisation, and loyalty. Inside knowledge into customers’ and site browsers’ likely future behaviours empowers organisations to prioritise enhancements and allocate resources efficiently.

About ForeSee Results
As the leader in customer satisfaction measurement, ForeSee Results captures and analyses voice of customer data to help organisations increase loyalty, recommendations and marketing value. Using a patented, scientific methodology developed at the University of Michigan, ForeSee Results identifies improvements across all channels and touch points that drive customer satisfaction. With over 58 million survey responses collected to date and benchmarks across dozens of industries, ForeSee Results offers unparalleled expertise in customer satisfaction measurement and management around the globe.

ForeSee Results can be found online at www.ForeSeeResults.com.

Published on: 9:00AM on 19th April 2011