npower plans to give mobile strategy a full charge with ForeSee
9th February 2012 - ForeSee, the pioneer in customer experience analytics, has announced it is working with npower to measure and analyse the mobile customer experience on its website and mobile apps.
“npower recognises the importance of the mobile channel in serving our customers. Customer experience analytics from ForeSee will help us truly understand the needs of our mobile customers and help us to develop a comprehensive mobile strategy,” said Tony Summers, Product Manager of Internet and Emerging Technologies at npower. “We are excited to be working with ForeSee, who impressed us with their knowledge and insight when it comes to measuring the customer experience on the mobile channel.”
npower engaged ForeSee to quantify the user experience for customers using the company’s Android and iPhone apps and customers accessing the company’s website from mobile devices. Using a patented and scientific methodology, ForeSee will help npower understand the current satisfaction of mobile users to determine what changes will have the greatest impact on key future behaviours, a credible metric of customer satisfaction that will be used in conjunction with ForeSee’s usability services to guide enhancements to npower’s mobile presence. npower plans to use this insight and analysis to create an effective mobile strategy that will ultimately guide the development of the company’s new mobile website.
“The customer experience is always going to be important, whether you’re talking about a mobile site, app, website, call centre, shop, banking location, or an email newsletter. We’re proud to help npower stay ahead of the curve with its mobile presence.” said Larry Freed, president and CEO of ForeSee. “Many of the clients who have been measuring their mobile channels with us in the last year have found it has added a valuable dimension to the cross-channel analysis of the customer experience.”
As a pioneer in customer experience analytics, ForeSee continuously measures satisfaction across customer touch points and delivers critical insights on where to prioritise 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 optimising the efforts that will achieve business and brand objectives. The result is better business for companies and a better experience for consumers. Visit us at www.foresee.com for customer experience solutions and original research.
npower is a leading integrated UK energy company and is part of the RWE Group, one of Europe’s leading electricity and gas companies. npower serves around 6.5 million customer accounts and produces around 10% of the electricity used in Great Britain. The company supplies electricity and gas to residential and business customers and operates and manages a flexible portfolio of coal, oil and gas-fired power stations as well as a portfolio of cogeneration plants.