ForeSee, developers of mobile customer experience measurement, has announced a new capability to help understand how customers think and feel after a mobile site or app interaction.
ForeSee’s mobile solution collects customer data from mobile users, leveraging the data to quantify customer experience’s impact on loyalty and future. The addition of mobile measurement to existing customer analytics in other channels allows ForeSee to link customer satisfaction scores and impacts across customer touch points, said the firm.
Announcing the new measurement at the Mobile Shopping Spring Conference in San Diego, ForeSee President and CEO Larry Freed said: “Our clients realise they have to measure the customer experience in the mobile environment just as they do in any other channel.
“Scientific customer satisfaction analytics are the only credible, reliable, predictive metrics that business leaders have to help them manage their business into the future. Running any customer touch point – whether it's web, mobile, or contact centres – without understanding how it meets the needs and expectations of your customers is like shooting in the dark. You may or may not hit your target, but you'll never know if you did or why you didn't.”
The mobile enhancement is the latest in a string of technology-driven innovations developed to increase value and utility, said the firm.