ForeSee Results Acquires Red Spade

We’re thrilled to announce our first acquisition—a Chicago usability consulting firm called Red Spade that we had heard great things about from their clients like Best Buy, Borders, JC Penney, Lands End, Walgreens, and DTE Energy. ForeSee Results uses the methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI) to help online businesses determine which areas of online improvement would have the greatest impact on satisfaction, likelihood to purchase, loyalty, word of mouth and ROI. By adding usability audits, we’ll be able to provide companies with specific prescriptive information based on usability best-practices about the changes they should make to increase satisfaction and influence customer behavior. The ACSI methodology will focus the usability audits so that companies don’t have the expense of a site-wide audit. Jennifer and Kay over at Red Spade are moving their office from Chicago to join us in Ann Arbor on October 1, and we can’t wait to integrate them into the team!

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The ACSI methodology will focus the usability audits so that companies don’t have the expense of a site-wide audit.

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Red Spade is a leading customer experience consultancy that specializes in conducting usability audits that drive the success of e-commerce sites.

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The ACSI hit an all-time low at the end of 1996 and in early 1997 after repeated quarterly declines (bad news). Since then, and with few exceptions, the ACSI has been on an upward trend (good news). Of the 29 quarters for which customer satisfaction changes have been recorded by the ACSI since 1994, 23 (79%) have been consistent with stock market changes.

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