HSN Uses ForeSee Technology to Measure Mobile Customer Experience

Retail conglomerate dedicated to maintaining high customer satisfaction

Aug 09, 2012, 08:00 ET from ForeSee

ANN ARBOR, Mich., Aug. 9, 2012 /PRNewswire/ -- ForeSee, the global leader in technology-driven customer experience analytics, today announced that it is working with leading multi-channel retailer HSN to measure and analyze the customer experience of its mobile-optimized site and mobile apps with ForeSee's new Mobile On-Exit technology.

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HSN, whose mobile applications include HSN apps for iPad, iPhone and Android, added ForeSee's mobile solution to complement its existing web browse measurement. Adding a mobile measurement will help HSN understand how its mobile channels contribute to the overall business.

"Providing our customers with an unparalleled shopping experience is extremely important to us at HSN," said Ed Deutscher, HSN's Operating Vice President of Digital Technology. "With mobile being our fastest growing platform, it is important for us to fully understand how mobile is impacting our other sales channels; how it is being influenced by those other channels; and how the multi-channel HSN consumer is utilizing all of them combined. By employing the same consistent ForeSee measurement across HSN's multiple touch points, we can see how these channels are contributing to one another and allow us to draw 'apples-to-apples' comparisons of the customer experience."

With increased competition in the e-retail space – be it web or mobile – it remains more important than ever to improve customer satisfaction. HSN does well in that regard and, most recently, ranked high in the 2012 ForeSee E-Retail Top-100 Index this spring. The 35-year-old company scored 81 out of 100 on the ForeSee satisfaction scale where 80 has long been the benchmark of excellence.

"HSN is showing that they are a very proactive and progressive company that really cares about providing the best experiences for its customers," said Larry Freed, President and CEO, ForeSee. "Even though HSN scores extremely high in the Top-100 Index, they are showing their commitment to consumer satisfaction by expanding its focus to include measuring mobile to better understand its multi-channel, multi-device customers even better. Doing so – with a scientific technology that is credible, reliable, precise and predictable – will give HSN a distinct competitive edge and an increased ability to manage its business into the future."

Mobile is one of the hot topics for 2012 and is the focus of many companies and organizations in both the private and public sectors, and ForeSee continues to be a leader and innovator in measuring the mobile experience.

ForeSee was the first company to develop technology to measure the customer experience of a random, but representative sample of visitors to mobile optimized sites and mobile apps across all leading mobile platforms. The On-Exit technology, built upon a scientific and predictive methodology that quantifies how the customer experience impacts loyalty and future purchases across channels, enables mobile sites and apps to understand how customers think, feel, and act after they finish interacting with a mobile site or app. ForeSee's technology enables the collection of customer experience data from mobile users, and transforms that data into actionable customer intelligence that clients use to help measure success, direct investment and improve efforts.


As a pioneer in customer experience analytics, ForeSee continuously measures satisfaction across customer touch points and delivers critical insights on where to prioritize improvements for maximum impact. Because ForeSee's superior technology and proven methodology connect the customer experience to the bottom line, executives and managers are able to drive future success by confidently optimizing the efforts that will achieve business and brand objectives. The result is better business for companies and a better experience for consumers. Visit www.foresee.com for customer experience solutions and original research.


HSN is a leading interactive multichannel retailer, offering a curated assortment of exclusive products and top brand names to its customers. HSN incorporates entertainment, inspiration, personalities and industry experts to provide an entirely unique shopping experience. At HSN, customers find exceptional selections in Health & Beauty, Jewelry, Home/Lifestyle, Fashion/Accessories, and Electronics.  HSN broadcasts live to 96 million households in the US in HD 24/7 and its website - hsn.com - is a top 10 most trafficked e-commerce site, featuring more than 16,000 product videos. Mobile applications include HSN apps for iPad, iPhone and Android. HSN, founded 35 years ago as the first shopping network, is an operating segment of HSN, Inc. (Nasdaq: HSNI). For more information, please visit HSN.com, or follow @HSN on Facebook and Twitter.

FOR MORE INFORMATION: Sarah Allen-Short, 734-327-3852 sarah.allen-short@foresee.com