NHL Scores Online Customer Insights for 30 Team Sites with ForeSee Results

June 8, 2007; 04:50 AM
ForeSee Results has expanded its relationship with NHL Interactive CyberEnterprises, LLC (NHL ICE) through measurement of online customer satisfaction on the 30 NHL club web sites. ForeSee Results has been measuring customer satisfaction on NHL.com and Shop.NHL.com for the past four years.

“NHL fans are the key to our success,” said Andrew Edelson, Director, Strategic Development, NHL ICE. “Working with ForeSee Results over the past few years has given us some great insights about our fans that have enabled us to enhance our content and e-commerce web site user experience. NHL ICE is confident that we’ll get the same high-level of fan input about each of the team sites.”

NHL ICE is currently transitioning the 30 team sites onto a common technology platform. “Bringing the team sites onto a common platform is a key League initiative, and we know that online customer satisfaction will be a vital success metric,” said Edelson.

ForeSee Results applies the methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI) to the NHL websites to assess fan satisfaction with the online experience. The cause-and-effect methodology of the ACSI also shows the NHL how to enhance the sites to increase customer satisfaction, positive word-of-mouth marketing and return site visits, among other desired behaviors.

“As an NHL fan myself, I appreciate the League’s focus on meeting the needs of its online audience,” said Larry Freed, President and CEO of ForeSee Results. “The NHL truly understands that its teams rise and fall on the strength of their relationship with their fans and the website is a terrific way for fans to keep connected with their favorite teams all year.”

About ForeSee Results

ForeSee Results is the market leader in online customer satisfaction management and converting satisfaction data into user-driven web development strategies. Using the methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI), ForeSee Results scientifically quantifies the elements that drive online customer satisfaction and predicts future behaviors such as return site visits and referrals. Clients include: Cabela’s, EMS, Finish Line and Palace Entertainment, among many others. ForeSee Results, a privately held company, is located in Ann Arbor, Michigan and on the web at www.ForeSeeResults.com.

About the National Hockey League

The National Hockey League, founded in 1917, is the second-oldest of the four major professional team sports leagues in North America. Today, the NHL consists of 30 Member Clubs, each reflecting the League’s international makeup, with players from more than 20 countries represented on team rosters. According to a Simmons Market Research study, NHL fans are younger, more educated, more affluent, and access content through digital means more than any other sport. The NHL entertains more than 100 million fans each season in-arena and through its partners in national television (VERSUS, NBC, TSN, CBC, RDS, RIS, NASN, NHL Network and HDNet) and radio (Westwood One, Sirius and XM Radio). Through the NHL Foundation, the League’s charitable arm, the NHL raises money and awareness for Hockey Fights Cancer, Hockey’s All-Star Kids and NHL Diversity, and supports the charitable efforts of all NHL players. For more information on the NHL, log on to NHL.com.