Tealeaf Helps ForeSee

Online customer satisfaction management firm Foresee Results has partnered with online customer experience management (CEM) firm Tealeaf, to allow companies to maximize online customer satisfaction and return on their investment in site tools.

Since 2001, Foresee Results has been using methodology from the University of Michigan's American Customer Satisfaction Index (ACS) to quantify the link between drivers of online satisfaction and desirable behaviors like future purchases and return site visits.

The new partnership will see the firm's attitudinal data from customer satisfaction measurement combined with Tealeaf's customer behavior analysis. This analysis provides visibility for online transactions by replaying exactly what customers viewed in their web browser and the specific actions they took on each page, as well as behavior analysis across multiple visits.

Explained Larry Freed, President and CEO of ForeSee Results: 'Integration of the two technologies will allow our clients to use customer satisfaction segmentation to focus their investigation of specific user sessions or to see what a specific user was doing before they provided satisfaction feedback. It is a natural fit to integrate both behavioral and attitudinal data not only in aggregate, but all the way down to a visitor level.'

The firms are online at www.ForeSeeResults.com and www.tealeaf.com .

In September, ForeSee Results acquired usability consulting firm Red Spade, to improve its ability to offer actionable web site user satisfaction analysis.

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

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