House of Fraser broadens customer experience measurement with ForeSee
House of Fraser to measure and analyse the customer experience in its stores, on its website, and with its call centre.
House of Fraser will use the data to quantify the online customer experience in ways that help prioritise and drive changes with the greatest impact on brand and business goals. House of Fraser have recently completed a website redesign assisted by customer satisfaction data from ForeSee, which provided insight on which improvements would potentially have the greatest effect on sales, loyalty, and recommendations.
“The customer experience across all touch points is of paramount importance to us, and it is critical that we measure in a way that provides accurate data and analysis that helps us prioritise improvements,” said Robin Terrell, Executive Director of Multichannel and International at House of Fraser. “We’ve already seen how valuable and actionable this data is when it comes to online initiatives; now ForeSee will help us to understand how customers experience our brand across various channels and how their experiences affect sales, loyalty, recommendations and overall satisfaction.”
