Customer Satisfaction Webinars
Upcoming Webinars
Check back for scheduled webinars.
Recorded Webinars
2011 Q4 E-Government Satisfaction Results
This webinar presentation reviews the results of the Q4 2011 ACSI E-Government Satisfaction Index. Larry Freed, President and CEO of ForeSee Results, highlights key trends and insights regarding citizen satisfaction with federal government websites.
2011 Q3 E-Government Satisfaction and Transparency Results
Please join us for a webinar reviewing results of the Q3 2011 ACSI E-Government Satisfaction and Transparency Index. Larry Freed, President and CEO of ForeSee, highlights key trends and insights regarding citizen satisfaction and perceptions of transparency with federal government websites. He reviews which sites are at the top of the index and which site elements should be improved to increase citizen satisfaction and key future behaviors such as the likelihood to return to a site and recommend it. Larry also discusses how increasing citizens' satisfaction with e-government improves cost efficiency and quality.
2011 Q2 E-Government Satisfaction and Transparency Results
Against the backdrop of the federal government’s efforts to consolidate and streamline federal websites, ForeSee Results shows how understanding the citizen’s online experience is a critical component of understanding which websites bring value. This webinar reviews results of the Q2 2011 ACSI E-Gov Satisfaction Index and the quarterly E-Gov Transparency Index. Larry Freed, President and CEO of ForeSee Results, highlights key trends and insights regarding citizen satisfaction with and transparency ratings for federal government websites.
2011 Q1 E-Government Satisfaction and Transparency Results
The webinar reviews the results of the Q1 2011 ACSI E-Gov Satisfaction Index and the quarterly E-Gov Transparency Index, combined for the first time in April 2011. Larry Freed, President and CEO of ForeSee Results, highlights key trends and insights regarding citizen satisfaction with and transparency ratings for federal government websites. He also shows how years of research and data makes a strong case for the importance of funding and prioritizing e-gov initiatives, helping government improve access to information, reduce costs and increase trust in government.
2011 ForeSee Results Online Banking Study
This webinar provides commentary on ForeSee Results’ latest study of financial services websites. Larry Freed, President and CEO of ForeSee Results, discusses satisfaction with online banking outpacing customer satisfaction with the overall banking experience.
2010 Q4 E-Government Satisfaction and Transparency Results
The E-Government Transparency Index reports Transparency scores (on a 100-point scale, just like an American Customer Satisfaction Index score) for 33 participating agencies and departments. This quantification of citizens' perception of transparency initiatives allows for benchmarking over time and provides a better measure of relative success than any of the dashboards or checklists currently in place. The E-Government Transparency Index was released on February 22, 2011.
This webinar also provides the latest results from Q4 2010 American Customer Satisfaction Index (ACSI)
E-Government Satisfaction Index, which was released on January 24, 2011.
Metrics to Understand the Cross-Channel Customer
(Presented by American Marketing Association)
Organizations that are committed to providing a superior customer experience face a common problem – how to evaluate and benchmark performance across multiple touch-points with consistent, insightful and actionable metrics that encompass the customers’ perspective? How many website clicks and page views are too many or too few? How much social media buzz impacts your bottom line? What’s the tolerance threshold for a call center call? Or the right amount of helpfulness for sales associates? Behavioral analytics are missing the contextual customer perspective that can yield insight to grow your business. Learn how to apply science and art to quantify intangible qualitative factors that influence and predict cross-channel customer behavior, not just report it.
This webinar shows you:
- A scientific approach to attitudinal analytics that complements behavioral metrics and provides a more well-rounded, accurate gauge of customer experience
- The difference between feedback and measurement analytics and why this difference is so important
- The advantages and drawbacks of promoter-based customer experience measurement
- How to deploy a consistent measurement framework across multiple channels to keep the pulse of customer relationships on a continuous basis