New Research Links Customer Satisfaction to Purchases and Loyalty in Canada



ANN ARBOR, Mich., April 12, 2011 /CNW/ -- ForeSee Results, the leader in technology-driven customer satisfaction measurement and management, today released new research that quantifies the impact of Canadian customer satisfaction on future behaviors.

ForeSee Results surveyed nearly 20,000 site visitors in Canada in the month of April and compared the behaviours of highly satisfied website visitors (those with satisfaction at 80 or higher on a 100-point scale) to the future behaviors of less satisfied site visitors (those with satisfaction 69 or below). Highly satisfied visitors to Canadian websites report being:


    --  70% more likely to purchase online,
    --  133% more likely to purchase offline,
    --  132% more likely to recommend, and
    --  66% more likely to return.


"This research shows us that the value of a satisfied customer in Canada is huge," said Larry Freed, President and CEO of ForeSee Results. "Canadian companies that can satisfy their customers in any channel are just at a huge competitive advantage."

ForeSee Results works with companies in Canada, the United States, Europe and around the world to measure and analyze customer satisfaction in a way that helps increase loyalty, sales, and return on investment. While this research pertains specifically to the online channel in Canada, ForeSee Results also works with companies across all touch points, including call centers, stores, mobile sites, and social media.

ForeSee Results clients include Canadian organizations as well as Canadian divisions of U.S. companies such as eHarmony Canada, Home Depot Canada, Loyalty One, Mountain Equipment Co-Op, Research in Motion, Royal Canadian Mint, Sears Canada, and Suncor, among others.

Since ForeSee Results was founded in late 2001, its customer satisfaction metrics have become standard across online industries, as demonstrated by the following milestones. ForeSee Results has:


    --  Over 58 million completed customer satisfaction surveys.
    --  Over 1000 active measures across dozens of industries.
    --  80+ benchmarks that allow clients to compare performance with the
        average performance of their peers in a variety of industries.
    --  Customer satisfaction measures in 32 languages and more than 50
        countries around the world.

    About ForeSee Results

As the leader in customer satisfaction measurement, ForeSee Results captures and analyzes voice of customer data to help organizations 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





SOURCE ForeSee Results

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