House of Fraser to measure online customer satisfaction

House of Fraser is planning to measure the customer satisfaction of their online operations.The department store has selected Foresee Results to derive the rate of customer satisfaction across its website and identify how it can enhance its online arm

and reach key objectives. The results will also act as a pointer for future web offerings.

Robin Terrell, executive director of Multichannel operations at House of Fraser, says ‘our online marketing initiatives are critical to our success. Foresee results will help us maximise the value of our online channel with actionable data and analysis that will help us prioritise changes and improvements to our website that will matter most to our customers.’

House of Fraser has maintained forward driven sales throughout tough times with an estimated £1.25 billion sales figure. The department store has 61 locations across UK and Ireland. Houseoffraser.co.uk launched in 2007 and has seen early success, offering over 850 brands and with 125,000 individual products also available.

The patented ForeSee Results methodology scientifically quantifies the drivers of online satisfaction and will show where House of Fraser should enhance its website to better satisfy its primary audiences. This unique methodology also assesses how increased satisfaction leads to more return site visits, recommendations and other desired future behaviours.

Larry Reed, President and CEO of Foresee Results comments, ‘House of Fraser has made the successful transition from high street department store to worldwide web, all whilst showing that it’s possible to have tremendous success in both channels.’ He continues, ‘the addition of technology driven customer satisfaction data will help House of Fraser find the online improvements that will be best for customers whilst ultimately boosting conversion rates.’