Connecting to LinkedIn... to measure customer satisfaction


Department store chain House of Fraser has instructed technology-driven customer satisfaction analytics company Foresee Results to help improve its website.

By sourcing survey and social media data from customers, Foresee can analyse the results using scientifically proven methodology and identifying flaws with the platform.

Foresee claims that its advice has a proven record of optimising ROI for retail websites and has worked with Debenhams, Dixons and Aurora Fashions in the past.

Robin Terrell, Executive Director of Multichannel and International at House of Fraser, commented: “Our online marketing initiatives are critical to our success.

“Foresee Results will help us maximise the value of our online channel with actionable data and analysis that will help us prioritise changes and improvement to our website that will matter most to our customers.”

The importance of online sales to the department store retailer was underlined in its record Christmas trading results published in January which showed that e-commerce trading increased by 120 per cent year-on-year for the five weeks to January 5th 2011.

House of Fraser also signed a deal at the start of this year to improve its online marketing, collaborating with European networking company Affiliate Window.

“House of Fraser has made the successful transition from high-street department store to world wide web, all whilst showing that it’s possible to have tremendous success in both channels,” said Larry Freed, President and CEO of Foresee Results.

“The addition of technology-driven customer satisfaction data will help House of Fraser find the online improvements that will be best for customers while ultimately boosting conversion rates.”

Published on Friday 08 April by Editorial Assistant

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