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We’ve pulled together some of our favorite articles and white papers about customer metrics. To download these resources, click on the title below and fill out the form on the next page.

Customer Satisfaction - Articles & White Papers

Viewpoint - Customer Feedback Professionals Question Customer Relationship Management Method
An increasing number of experts are disproving the effectiveness of Net Promoter Score as a business metric. This article discusses a recent survey of customer satisfaction professionals about NPS and mentions some of the scientific studies refuting it.
Bob E Hayes, Ph.D., Industry Week - June 9, 2008

Customer Satisfaction and Stock Prices: High Returns, Low Risk
Do investments in customer satisfaction lead to excess returns? If so, are these returns associated with higher stock market risk? The empirical evidence presented in this article suggests that the answer to the first question is yes, but equally remarkable, the answer to the second question is no, suggesting that satisfied customers are economic assets with high returns/low risk.
Dr. Claes Fornell. Journal of Marketing - Winter 2006

Customer Satisfaction, Cash Flow and Shareholder Value (03-106)
Investments in customer satisfaction resources are well spent: satisfied customers are central to creating shareholder value. By increasing a firm's cash flowand reducing its cash flow variability, higher levels of customer satisfaction decrease a firm's cost-of-capital and improve bottom-line performance
Thomas S Gruca and Lopo L. Rego; Marketing Science Institute - 2003

Optimizing Customer Satisfaction: From Insights to Actions to Results
Excellence in methodology and metrics go hand in hand. CFI Group identifies and establishes operational metrics that optimize customer satisfaction and maximize financial performance.
CFI Group - 2006

Best Practices for Measuring the Website Contribution to Multi-channel Purchase Behavior: Introducing the Multi-channel Value Index
The influence of the web on multi-channel retail has grown enormously over the past several years. Today, the web plays a key role in multi-channel retail as both a purchase and a retail channel. However, to date it has been virtually impossible to find reliable and meaningful standard metrics for multi-channel customers that measure the influence of the online shopping experience on total revenues. The Multi-Channel Value index (MCVI) is a strategic metric developed by ForeSee Results that projects the contribution of the website to a multi-channel retailer’s overall sales through a calculation based on the ACSI methodology.
ForeSee Results - Winter 2006

Customer-Focused Strategies in the Multi-Channel Marketplace
Multi-channel measurement is highly complex, yet critically important to success. CFI Group provides methodologies and operational metrics that dramatically improve multi-channel customer strategies.
CFI Group - 2006

Top 40 Online Retail Satisfaction Index
Netflix, Amazon lead annual Top 40 Online Retail Satisfaction Index for second consecutive year. ForeSee Results report suggests online satisfaction is the key to Increasing likelihood to purchase, to recommend and to long term loyalty.
ForeSee Results / FGI Research - Spring 2006

Satisfying the Browser
As a key measurement, sales volume is tantamount to judging the ongoing success or failure of an online retail site. But sales alone don’t tell the complete story of an e-retailer’s ongoing performance. Equally important are measuring and analyzing customer satisfaction, a barometer that helps retailers gauge and react to changing consumer behavior.
Internet Retailer - Jun-06

Retail Intelligence Case Study: Danskin
Case study showing how Danskin prioritized site improvements and realized dramatic results by partnering with ForeSee Results on customer satisfaction measurement.
Apparel Magazine - Feb-06

Understanding and Influencing Customer Behavior: Integration of Customer Satisfaction Analytics with Clickstream Analytics
With clickstream analytics, you know WHAT your online customers are doing online. But, do you know WHY? To learn how to take your web analytics to the next level by adding the WHY to the WHAT, download this free white paper on the value of adding customer satisfaction measurement to your behavioral web analytics.
ForeSee Results - Spring 2006

Loyalty/Net Promoter® - Articles & White Papers

Rethinking Net Promoter®: Simple Flaws Tarnish Simple Idea
Net Promoter Score has been heavily promoted as the "one question you need" to run a business. However, a closer look at the facts reveals a number of flaws that make this concept far from ideal as a business metric.
ForeSee Results - October 2007

What Not To Do With Net Promoter®
Before leaping onto the Net Promoter® bandwagon, it's worth taking a look at how others fall short and waste their money
Business Week. - Summer 2006

Can a Single Question Loyalty Metric Provide all the Answers an Online Retailer Needs?
Before you choose to use a loyalty metric based on one question, read this article for some interesting insights and research results about Net Promoter®.
ForeSee Results - Summer 2006

Is Net Promoter® Score (NPS) A Valid Customer Metric?
If you're considering use of NPS, you should read this white paper for research-supported insights into several shortcomings of the approach.
ForeSee Results - September 2006

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