ForeSee is a Voice of Customer tool that allows us to analyse the data we capture through online customer surveys and feedback.

Read about the ForeSee product here.

ForeSee can quantify the data we capture to provide sentiment analysis and tell us how satisfied customers are with their Argos experience. Key word searches in responses to open-ended questions can also be analysed to pinpoint customer struggle points and identify problems they are having.

We use ForeSee data to measure two important KPI’s – CSAT and NPS;

CSAT (Customer Satisfaction Score)

• CSAT tells you how satisfied customers were with their experience on our digital channels. The score is on a scale from 0 to 100, where 0 is poor and 100 is excellent. CSAT score can be looked at top-level, or filters can be applied for different scenarios such as where customers used search or were shopping for a particular category.

NPS (Net Promoter Score)

• NPS is a measure which tells you how loyal our customers are to Argos, calculated by asking customers on a scale of 1-10, ‘How likely is it that you would recommend Argos to a friend or colleague?’ Customers who score 9-10 are Promoters, those who score 7-8 are Passives and those who score 0-6 are Detractors. NPS is calculated by detracting the percentage of detractors from the percentage of promoters. It can range from -100 to +100 with a score of 45 considered best in class.