ForeSee Results Announces the First UK Benchmark Findings

LONDON, April 19, 2011 - …UK retail and packaged goods companies average 67 on a 100-point
scale…

ForeSee Results
(www.foreseeresults.com/products/product-science.shtml), the global
leader in technology-driven customer satisfaction analytics
(www.foreseeresults.com/products/channel-measures.shtml), are today
publishing the first benchmark report for customer satisfaction amongst its
UK customers. With over 24,000 customer surveys
(www.foreseeresults.com/products/web-measurement.shtml) conducted in
February, the benchmark (which measures online customer satisfaction across a
wide variety of retail and consumer packaged goods vendors) received a score
of 67 on a 100-point scale. British companies included in the benchmark
include Aurora Fashion, British Airways, Curry's, Debenhams, Dixon's,
Homebase, Kelloggs UK, and TUI Travel UK & Ireland among others.

Within the benchmark, individual scores for companies in the UK ranged
widely between 51-77 points. "In terms of customer satisfaction
(www.foreseeresults.com/products/measure-success.shtml), success is
relative and differs by industry, country, channel and individual company,"
said Larry Freed (www.foreseeresults.com/company/leadership.shtml),
president and CEO of ForeSee Results. "A score of 69 would be just above
average for a UK e-retailer or packaged goods company, whilst it would be
poor for an American e-retailer and excellent for an American insurance
company."

ForeSee Results produces 80 monthly benchmarks representing more than
1000 websites around the world, organised by industry, country, and
functional category. The benchmarks provide average satisfaction scores so
that companies can see how they stand relative to their competition. Studies
have shown that satisfaction, when measured using the methodology employed by
ForeSee Results, drives purchase intent, returns, and recommendations and
predicts the future success of a business.

"Satisfaction really matters," said Mansoor Malik, managing director for
ForeSee Results in the UK. "Since highly satisfied visitors in the UK say
they are 71 percent more likely to return and 107 percent more likely to
recommend a website to others, it's critical that UK companies in all
industries get an accurate picture of where they are and what specific things
they can do to improve their customer experience
(www.foreseeresults.com/products/measure-success.shtml) across all
channels."

"The UK retail benchmark gives us critical information about how well we
are doing in comparison to others," said Alex Horstmann, general manager of
user experience and design at TUI UK (www.thomson.co.uk/), a ForeSee
Results client. "Further analysis from ForeSeeshows how likely our customers
are to purchase, return, and recommend us. Then our individual reports give
us specific and actionable information on how to make improvements."

ForeSee Results has been working in the UK since 2008 and opened its
first UK office in London in 2010. The company use a proven, scientific
methodology (www.foreseeresults.com/products/product-science.shtml)
developed at the University of Michigan to determine how improvements to
specific aspects of the online experience, such as navigation and site
performance, will positively affect overall satisfaction, likelihood to do
business with the organisation, and loyalty. Inside knowledge into customers'
and site browsers' likely future behaviours empowers organisations to
prioritise enhancements and allocate resources efficiently.

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.

ForeSee Results can be found online at www.ForeSeeResults.com.

    Contact:
    Nikki Alvey, for ForeSee Results
    Tel: +44 (0)7973-354-706
    nikki.alvey@theprnetwork.co.uk

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