House of Fraser Broadens Customer Experience Measurement with ForeSee

LONDON, September 27, 2011 -

ForeSee, the pioneer in customer experience analytics, has today announced that it is working with House of Fraser to measure and analyse the customer experience in its stores, on its website, and with its call centre.

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House of Fraser has been working with ForeSee for some time to quantify the online customer experience in ways that help prioritise and drive changes with the greatest impact on brand and business goals. House of Fraser have recently completed a website redesign assisted by customer satisfaction data from ForeSee, which provided insight on which improvements would potentially have the greatest effect on sales, loyalty, and recommendations. The website redesign contributed to a substantial increase in online conversion rates, which has direct and measurable bottom-line impact for the company. Having seen the value of ForeSee data online, House of Fraser is expanding its relationship with ForeSee to include the measurement of stores and call centres in order to get a more comprehensive cross-channel picture of the customer experience.

“The customer experience across all touch points is of paramount importance to us, and it is critical that we measure in a way that provides accurate data and analysis that helps us prioritise improvements,” said Robin Terrell, Executive Director of Multichannel and International at House of Fraser. “We’ve already seen how valuable and actionable this data is when it comes to online initiatives; now ForeSee will help us to understand how customers experience our brand across various channels and how their experiences affect sales, loyalty, recommendations and overall satisfaction.”

Larry Freed, President and CEO of ForeSee adds: “House of Fraser has already thoroughly embraced the value and utility of customer experience data and analysis online, so it is a natural extension to use the same methodology to measure other critical customer touch points like stores and call centres. An integrated, predictive view of the cross-channel customer experience is going to give an already strong company a huge competitive advantage and will build equity in their brand.”

About ForeSee

As a pioneer in customer experience analytics, ForeSee continuously measures satisfaction across customer touch points and delivers critical insights on where to prioritise improvements for maximum impact. Because ForeSee’s superior technology and proven methodology connect the customer experience to the bottom line, executives and managers are able to drive future success by confidently optimising the efforts that will achieve business and brand objectives. The result is better business for companies and a better experience for consumers. Visit www.ForeSee.com for customer experience solutions and original research.

About House of Fraser:
House of Fraser is a department store group with 61 enviable locations across the UK and Ireland and a fully transactional website. As one of the best known names on the high street, House of Fraser has presented customers with an unrivalled nationwide department store for more than 160 years. The company was acquired by the Highland consortium in November 2006 marking the beginning an exciting new chapter in its history. The group has annual sales in excess of GBP1.25bn and employs 6,500 House of Fraser staff and 10,000 concession staff through 5 million sq ft of selling space. HouseofFraser.co.uk launched in 2007 and currently boasts over 1000 brands and 125,000 individual products.

Website: www.houseoffraser.co.uk/

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