In a move designed to add actionability to its customer satisfaction analyses, ForeSee Results said today that it has acquired Red Spade, which provides online usability audit reviews.
ForeSee Results employs the University of Michigan’s American Customer Satisfaction Index to measure customer satisfaction for some of the largest multichannel merchants and identify the problem areas that will yield the biggest payback once addressed.
“Our focus has been on what to fix and why to fix it,” said Larry Freed, president/CEO of ForeSee Results, adding that the company’s client base has been growing and its revenue has increased 100 percent over a two-year period.
The deal with Red Spade will enable ForeSee, Ann Arbor, MI, to take its work with clients a step further.
“Our clients were asking us to take things a step further and saying æHelp us solve the problem, not just identify it,'” Freed said.
Typically, usability audit reviews are done on a system basis, he continued. However, this can often present a challenge to clients as they don’t have the resources to fix everything that is wrong or the ability to know where to start.
By combining Foresee Results’ customer satisfaction analysis with Red Spade’s proprietary usability audit reviews, clients will be able to receive recommendations on what they should do to address specific visitor satisfaction concerns.
ForeSee and Red Spade, Chicago, have worked together on several accounts during the past several years.
