Newegg and ForeSee Celebrate Three Years of Growing Consumer Satisfaction
Popular Online Retailer Newegg Works with ForeSee Results to Gauge Satisfaction of Diverse Customers
ANN ARBOR, MI (June 11, 2009) - Leading online retailer Newegg Inc. recently finished its third year of partnership with ForeSee Results to measure and analyze customer satisfaction online. As they move into a fourth year of monitoring online customer satisfaction, they remain at the very top of their industry.
"Newegg.com serves a diverse customer group, with distinctly different levels of technical understanding, needs and expectations when shopping on our site," said Bernard Luthi, vice president of merchandising and marketing, Newegg. “ForeSee Results has given us a great tool for making sure that we can continue to meet the needs of varied audiences while affirming all the things we’re doing right and identifying easy fixes that will improve satisfaction even more. Online satisfaction has become a key performance indicator for us because of the way it allows us to keep tabs on the health of our online business.”
Newegg.com has achieved consistently high customer satisfaction scores throughout its partnership with ForeSee Results which began in November 2005. In 2008, Newegg was consistently in the top 1% of all ForeSee Results clients, often with online customer satisfaction scores of 89 or 90 on the 100-point scale employed by ForeSee Results. Newegg is also a perennial leader of ForeSee Results Top 100 E-Retail Satisfaction Index.
“By all measures, Newegg does an extraordinary job satisfying their customers and site visitors, be they individual consumers or business clients,” said Larry Freed, President and CEO of ForeSee Results. “It’s admirable that Newegg continues to strive for improvement and excellence, even though they’re already at the top of its game. Their high satisfaction leads directly to increased loyalty and sales, which has kept Newegg so successful even as other online retailers have struggled in this economy.”
ForeSee Results applies the proven, scientific methodology of the American Customer Satisfaction Index (ACSI) to Newegg.com in order to measure satisfaction and identify areas of improvement with the greatest return on investment. With this information, Newegg can test the impact of site changes and plan for future enhancements.
About ForeSee Results
As the leader in online customer satisfaction measurement, ForeSee Results captures and analyzes online voice of customer data to help organizations increase sales, loyalty, recommendations and website value. Using the methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI), ForeSee Results identifies the improvements to websites and other online initiatives with the greatest ROI. With over 34 million survey responses collected to date and benchmarks across dozens of industries, ForeSee Results offers unparalleled expertise in customer satisfaction measurement and management. Retail clients include Ace Hardware, Finish Line, Helzberg Diamonds, NFL, Sears and Sephora, among others. ForeSee Results, a privately held company, is located in Ann Arbor, Michigan, London, Toronto, Vancouver, and on the web at www.ForeSeeResults.com.
About Newegg.com
Newegg Inc. is the second-largest online-only retailer in the United States. Founded in 2001, Newegg.com has more than 12 million registered users and regularly earns industry-leading customer service ratings. The award-winning website, www.newegg.com, offers customers a comprehensive selection of the latest high-tech products, detailed product descriptions and images, as well as how-to information and customer reviews. Using the site’s online tech community, customers have the opportunity to interact with other computer, gaming and consumer electronics. For more information visit www.newegg.com or email public_relations@newegg.com.