By: E&P Staff
ForeSee Results said Friday it has been chosen by The Atlanta Journal-Constitution to measure customer satisfaction with its Web site, www.ajc.com.
ForeSee Results uses the methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI) to help online content providers determine which specific Web site elements, such as search or navigation, have the greatest impact on visitors’ loyalty.
“As a major metro newspaper with a broad base of visitors, it’s critical that we understand how our different audience segments respond to different areas of the site,” Alan Segal, ajc.com’s director of audience development, said in a statement. “Our site is constantly evolving, and measuring online customer satisfaction is the best way for us to make sure the site is changing in a way that meets the needs of such a diverse customer base.”
Ajc.com is integrating the satisfaction data provided by ForeSee Results with clickstream data provided by Omniture, in what ForeSee describes as “an effective marriage of behavioral and attitudinal data that will provide deeper and more valuable insights into visitor behavior.”
“People can really go anywhere to get news these days, and ajc.com does a great job of making sure they are a destination site for news and classifieds by providing great online customer satisfaction,” said ForeSee President and CEO Larry Freed said in a statement. “Newspapers have been forced to innovate online, and the Atlanta Journal-Constitution is one of the few that is letting customers guide online strategy.”