Long & Foster Real Estate Contracts with ForeSee Results
First Residential Real Estate Firm to Implement Customer Service Tool
CHANTILLY, Va., January 28, 2010– Long & Foster® Real Estate, Inc. announced today that the company has signed an agreement with ForeSee Results, the well-known customer service Web metrics company. Used by many large national companies, particularly retailers, ForeSee Results assists Borders, Kellogg and other prominent companies in measuring and ensuring customer satisfaction.
“As a company that’s dedicated to our customers, we want to make sure that we deliver nothing short of excellence in the area of customer service,” stated Barry Redler, chief marketing officer for The Long & Foster® Companies. “At Long & Foster, we are constantly evaluating new tools and technologies to maintain our leading position in the market.”
ForeSee Results owns and applies the proven and predictive methodology of the American Customer Satisfaction Index (ACSI) to the measurement of online customer satisfaction. Using this proven methodology, ForeSee Results captures the voice of online customers while they are experiencing a website, and provides immediate feedback on which aspects of the website have the greatest impact and significance in customer satisfaction. The real-time feedback helps companies determine how to effectively improve customer satisfaction with their website.
“As the internet becomes increasingly important, it’s imperative that we employ strong measurement tools to ensure that we are satisfying the needs of our customers and our sales associates.” explained Jeffrey S. Detwiler, president and chief operating officer of The Long & Foster® Companies.
“ForeSee Results will ensure that we are effectively meeting our customers’ needs,” adds Michael Koval, senior vice president and chief information officer of The Long & Foster® Companies. “As the first residential real estate firm to use this tool, we further demonstrate our commitment to using the latest technologies to better understand our customers.”
Once ForeSee Results measurement is underway, Long & Foster will evaluate feedback from the study and will incorporate that feedback into the website, ensuring that Longandfoster.com is as effective and as useful as possible for customers and sales associates. “It’s an ongoing process,” said Redler, “and we will continue to solicit feedback from our customers to ensure that we’re meeting their needs.”
About Long & Foster® Real Estate, Inc.
Long & Foster® Real Estate, Inc. is the largest privately held residential real estate company in the United States. The company is part of The Long & Foster® Companies, which also includes Prosperity Mortgage® Company; Walker Jackson® Mortgage Corporation; Long & Foster Insurance Agency, Inc.; and Long & Foster Settlement Services. Long & Foster Real Estate, Inc. represents more than 13,000 agents in seven Mid-Atlantic states, plus the District of Columbia. The company sold more than $26.4 billion worth of homes and helped people buy and sell homes 76,714 times in 2008. The Long & Foster Companies 2008 combined sales for the year were in excess of $48.9 billion.