Research by Date

The ACSI ForeSee E-Government Satisfaction Index (Q1 2013)

ForeSee's 2013 first quarter ACSI E-Government Satisfaction Index finds citizen satisfaction with the e-gov experience remains steady, but expectations are rapidly changing. This report examines how citizens interact with government agencies via mobile devices or tablets and provides best practices for mobile development based on existing government apps and mobile websites.

ForeSee Mobile Satisfaction Index: Travel Edition

The ForeSee Mobile Satisfaction Index: Travel Edition looks at how customers rated the mobile experiences (including phones and tablets) of 25 of the top mobile travel sites and apps in the airline, hotel, car rental, and online travel agency categories.

ForeSee Mobile Satisfaction Index: UK Edition 2012

The ForeSee Mobile Satisfaction Index: UK Edition looks at 40 of the largest mobile online retail websites and apps in the United Kingdom, and examines the impact mobile shopping has on those retailers. Measuring customer satisfaction with the mobile experience is essential because satisfaction is the best indicator of future success. When done correctly, extensive research shows that a good customer experience is predictive of loyalty, recommendations, sales, and brand preference.

ACSI E-Commerce Update (February, 2013)

As e-commerce in the United States continues to increase exponentially every year, so does the competition between companies trying to capture their share of the market. The American Customer Satisfaction Index's (ACSI) annual E-Commerce Report, produced in partnership with ForeSee, examines customer satisfation in the e-commerce sector, comprised of the online retail, brokerage, and travel categories.

ForeSee Mobile Satisfaction Index: Holiday Retail Edition

The ForeSee Mobile Satisfaction Index: Holiday Retail Edition includes an in-depth look at how customers rated the mobile experiences (including phones and tablets) of 25 of the top mobile retailers in the country during the 2012 holiday shopping season.

The ACSI ForeSee E-Government Satisfaction Index (Q4 2012)

ForeSee's fourth quarter ACSI E-Government Satisfaction Index report provides a commentary on the evolution of the multi-channel, multi-device citizen. In today’s omni-channel world, agency managers and government officials need to understand that satisfaction isn’t just about measuring an individual experience at an office location or with a contact center, website, or mobile device. It’s about every channel, every touch point, and every device.

2012 ForeSee E-Retail Satisfaction Index: Luxury Brands

Luxury shoppers are more likely to use mobile channels when shopping but are slightly less satisfied with e-commerce overall, according to ForeSee's Luxury E-Retail Satisfaction Index.

The 2012 ForeSee E-Retail Satisfaction Index (U.S. Holiday Edition)

Internet-retail giant Amazon remains at the head of the class according to ForeSee's annual E-Retail Satisfaction Index (U.S. Holiday Edition). The 2012 Index—based on more than 25,000 customer surveys collected during the prime holiday shopping season between Thanksgiving and Christmas—expands from measuring satisfaction with 40 top retailers to 100 this year.

The 2012 ForeSee Online Retail Satisfaction Index (UK Christmas Edition)

For the sixth year running, ForeSee has conducted the ForeSee Online Retail Satisfaction Index: UK Christmas Edition, an analysis of customer satisfaction with the top 40 online retailers in the United Kingdom during the Christmas shopping season.

ForeSee Mobile Satisfaction Index: Financial Services Edition (November, 2012)

The mobile experience plays a critical role in today’s financial services world, which is inherently multi-channel and multi-device, and usage trends suggest that mobile is the future. The ForeSee Mobile Satisfaction Index, Financial Services Edition is a scientific benchmark of the mobile user experience and includes an in-depth look at how customers rate the mobile experiences of some of the top banks, credit card companies, and brokerage firms in the country.

Keeping Pace with Mobile: ForeSee’s Five Tips for a Better Mobile Experience

Extensive research shows that the percentage of web traffic accounted for by mobile devices is growing at an astounding pace. ForeSee’s goal is to help create a better mobile world—for the organizations building and maintaining mobile sites and apps and for the people that use them. This paper covers our Five Tips for a Better Mobile Experience.

The ACSI ForeSee E-Government Satisfaction Index (Q3 2012)

ForeSee's third quarter E-Government Satisfaction Index provides a commentary on the important distinction between feedback and measurement and measuring the silent majority in a multi-channel, multi-device world with an update on citizen satisfaction with e-government websites.

ForeSee Mobile Satisfaction Index: Retail Edition (September 2012)

As the mobile platform continues to mature, consumer expectations are evolving. The ForeSee Mobile Satisfaction Index, Retail Edition is a scientific benchmark of the mobile user experience and includes an in-depth look at how customers rate the mobile experiences of some of the top retail companies in the country.

The ForeSee Responsive Design White Paper

The question for most companies isn't whether to have a mobile site, but how to implement it. Should you use responsive design on your site? The advantages of using one set of code to serve content to all of your customers is certainly alluring. But is it the right solution? And, how do you know?

ForeSee E-Government Satisfaction Index (Q2 2012)

ForeSee's second quarter E-Government Satisfaction Index provides a commentary on the importance
of satisfying the 21st-century citizen in a multi-channel, multi-device world and an update on citizen satisfaction with e-government websites.

ACSI E-Business Update (July 2012)

ForeSee Results has published the Annual ACSI E-Business Report showing trends in customer satisfaction with e-business, which includes social media sites, search engines/portals, and news/information sites.

ForeSee Congressional Testimony about the Social Security Administration

On May 9, 2012, ForeSee President and CEO Larry Freed testified before the House of Representatives Subcommittee on Social Security about citizen satisfaction with the Social Security Administration's (SSA) websites. Read Freed's full written testimony or watch the video on the House Subcommittee's website.

The ForeSee E-Retail Satisfaction Index (Spring Top 100 Edition)

ForeSee's annual analysis of customer satisfaction with the top 100 online retailers in the United States finds satisfaction with e-retail remains at the index's all-time high of 78, but the expectations of multi-channel, multi-device consumers are rapidly rising.

ForeSee E-Government Satisfaction Index (Q1 2012)

ForeSee's first quarter E-Government Satisfaction Index report provides a commentary on the evolution of mobile usage in the e-government world, an update on citizen satisfaction with e-government sites, and an update on how citizens rate the transparency of 40 federal sites participating in the Online Transparency Index.

ForeSee Daily Deal Commentary (2012)

Daily deal sites like Groupon and LivingSocial have come under criticism lately from merchants and business analysts who are not convinced the business model is good for retailers. But new research from ForeSee shows that daily sites attract new customers and inspire loyalty. Groupon leads the way with the largest share of the market. Download the free report to learn more about how daily deals can increase business awareness, purchases, and repeat purchases.

ACSI E-Commerce Update (February 2012)

Netflix is the biggest e-commerce loser as competition ramps up and overall satisfaction with online retail increases, according to the American Customer Satisfaction Index's annual E-commerce Update, produced in partnership with ForeSee. Learn how online retail, financial services, and travel fared in this year's report.

ForeSee Mobile Research (UK Christmas Edition 2011)

ForeSee announced the findings of its latest mobile shopping report (as part of its study of nearly 10,000 visitors to the biggest e-retail websites in the UK throughout December) revealing key trends on retailers' future business.

ForeSee ACSI E-Government Satisfaction Index (Q4 2011)

ForeSee released its fourth quarter report of the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index showing that customer satisfaction with federal government websites remains near record highs and far surpasses satisfaction with the federal government overall.

ForeSee Mobile Research (U.S. Holiday 2011)

ForeSee has released a study of customer satisfaction with top retail mobile sites and apps showing enough data to produce statistically reliable mobile satisfaction scores for 16 of the largest e-retailers in the United States.

How to Calculate ROI on Social Media Marketing

Marketers have many options when it comes to counting their social media activity, but few when it comes to determining the ROI of these programs, necessary intelligence for making sound resource allocation decisions. This executive brief adds a dimension to assessing social media’s effectiveness by quantifying the value of social media influence on customer behavior and dollars spent.

The Key to Driving Retail Success with Social Media

In this report, customized for both the US and the UK, Kevin Ertell reports on research showing that 56% of online shoppers “friend” or “follow” retailers on social media sites.

Competing in a Digital World by Eric Peterson

As expenditures increase, the need for tools and technologies to evaluate and optimize the investment increases a commensurate amount.