Eastern Mountain Sports joins up with ForeSee Results

11 May '06

2 min read

ForeSee Results, an online customer satisfaction measurement specialist, announced the launch of a consumer assessment program with Eastern Mountain Sports, a leading retailer of equipment, apparel and accessories for outdoor enthusiasts.

Mary Lesser, Director, E-Commerce for Eastern Mountain Sports, said, "Customer satisfaction measurement is an important addition to our online performance metrics. In addition to providing a benchmark of where we are today and how we compare to leading retailers, ForeSee's customer satisfaction analytics will help guide our future efforts to improve the site for our customers."

ForeSee Results is applying the proven and predictive methodology of the University of Michigan's American Customer Satisfaction Index (ACSI) to determine satisfaction with www.ems.com. This powerful web analytic projects the likelihood of online customers to return to the site, recommend it to others and buy from Eastern Mountain Sports - either online or in a store.

The ACSI indicates where improvements to specific aspects of the website would drive satisfaction, loyalty, retention and word of mouth marketing.

"Eastern Mountain Sports joins a deep list of retailers who are making customer satisfaction a priority in their web analytics systems," said Larry Freed, President and CEO of ForeSee Results.

"Since online satisfaction plays an increasingly critical role in multi-channel sales, it is imperative to keep your finger the pulse of the customer using a credible, scientifically proven methodology - one that can quantify and project the tangible and intangible contribution of the website," Freed added.

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