British Airways Flies in the Right Direction with ForeSee Results

By Foresee Results, PRNE
Wednesday, February 16, 2011

LONDON, February 17, 2011 - ForeSee Results
today announced that it will be working with British Airways to measure
customer satisfaction and make improvements for

"After a thorough investigation of our options for capturing
voice-of-customer data in an actionable way, it became clear that ForeSee
Results were the best solution to help us meet our goal of maximising our
website's utility and adding value for our customers," said Nick Gassman,
User Experience, Design and Insight Manager at British Airways

"British Airways is committed to constantly improving the customer
experience on to make the full range of on-site services easier and
more intuitive to use. ForeSee Results will enable us to better understand
how we can improve worldwide customer loyalty and repeat visits."

ForeSee Results will apply its proven scientific methodology to help
British Airways understand the current satisfaction of site visitors. This
methodology will also determine what changes will have the greatest impact on
key future behaviours, a credible metric of customer satisfaction that will
be used in conjunction with ForeSee Results usability services
( to continuously
measure both overall and distinct site visitor segments.

"British Airways is the UK's largest scheduled airline and since its
merger with Spanish carrier Iberia to form the International Airlines Group,
it is now part of one of the world's largest airline groups, so online
booking is a critical component of its international success," said Larry
, President and CEO of ForeSee Results. "The targeted changes that
result from technology-driven customer feedback can make a big difference for
even sites that are already effective and successful."

About ForeSee Results

As the leader in customer satisfaction measurement, ForeSee Results
captures and analyses voice of customer data to help organisations 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 for many international clients, including: Debenhams,
Dixons/Curry's (DSG, International) Aurora Fashions the National Trust and
others in the United Kingdom.

ForeSee Results can be found online at

About British Airways

British Airways is one of the world's leading global premium airlines,
carrying 32 million passengers a year. It operates one of the most extensive
international global networks and flies to more than 300 destinations
worldwide. In addition to flights, customers can book holidays, hotels,
flights, car hire and packaged experiences. Customers can save time and money
with when booking ATOL protected holiday packages, ATOL number is
5985. Passengers are offered added peace of mind to their holiday plans and
the security of travelling with British Airways. British Airways plc
constantly seeks to exceed customers' expectations, both in terms of the
value for money and quality of the service provided.


    Media Contact: Nikki Alvey
    Tel: +44-(0)7973-354-706

Nikki Alvey, +44-(0)-7973-354-706, nikki.alvey at

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