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Whirlpool Corporation Adds Three Brand Web Sites to Customer Satisfaction Measurement With ForeSee Results

Posted on: Monday, 26 February 2007, 09:00 CST

With the addition of the Maytag, Amana and Gladiator brand Web sites, ForeSee Results is now measuring online customer satisfaction for four Whirlpool Corporation brands.

For the past year, ForeSee Results has applied the proven and scientific methodology of the University of Michigan's American Customer Satisfaction Index (ACSI) to www.whirlpool.com. "We've found the ACSI methodology and detailed analysis of customer feedback provides us with actionable insights to guide our Internet strategies," said Daniel Cooke, director, interactive marketing for Whirlpool Corporation. "We use the satisfaction findings to optimize the consumer experience within each brand's Web site."

The predictive ACSI methodology shows Whirlpool how satisfied its Web site customers are, and the effect of a satisfying site experience on consumers' perceptions of each of the four brands. Additionally, ForeSee Results provides data to quantify the role of the Web in driving sales and recommendations for Whirlpool, Maytag, Amana and Gladiator brands.

"We've been extremely pleased with the ability of ForeSee Results to provide customer satisfaction data and reporting that aligns with our proprietary Customer Loyalty model," said Cooke. "We now have a much clearer understanding of the critical link between satisfaction and loyalty on the Web."

"Whirlpool has truly taken advantage of the power of the web to better connect with its various customer segments," said Larry Freed, President and CEO of ForeSee Results. "Even though they don't sell their products online, the Whirlpool Corporation brands are at the forefront of building customer relationships and brand awareness using the Web channel."

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 purchase, return site visits or referrals. Some examples of current clients include Blair, Eastern Mountain Sports, LEGO and VeriSign, among many others. ForeSee Results, a privately held company, is located in Ann Arbor, Michigan and on the web at www.ForeSeeResults.com.

About Whirlpool Corporation

Whirlpool Corporation is the world's leading manufacturer and marketer of major home appliances, with annual sales of approximately $18 billion, more than 80,000 employees, and more than 60 manufacturing and technology research centers around the world. The company markets Whirlpool, Maytag, KitchenAid, Jenn-Air, Amana, Brastemp, Bauknecht and other major brand names to consumers in nearly every country around the world. Additional information about the company can be found at http://www.whirlpoolcorp.com.

Source: Business Wire

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