Overstock.com Selects ForeSee Results to Uncover What Satisfies Customers

Business Wire, July 21, 2004

ANN ARBOR, Mich. -- ForeSee Results announced today that it has been engaged by leading online retailer Overstock.com(R) to measure customer satisfaction throughout the full purchase lifecycle.

Using the scientific and proven methodology of the American Customer Satisfaction Index (ACSI), ForeSee Results assesses key drivers of customer satisfaction with the online experience, from browsing through fulfillment. ForeSee Results' predictive measurement tool also demonstrates the cause-and-effect relationship between website enhancements that impact the drivers of customer satisfaction, overall customer satisfaction and loyalty.

"Customer satisfaction research is a vital tool in our ongoing pursuit to improve customer loyalty, retention and conversion rates," said Dr. Patrick M. Byrne, Chairman of the Board and President of Overstock.com. "The ACSI methodology employed by ForeSee Results gives us the reliable and credible data we need to identify where we're meeting our customer needs and where we could improve."

"Overstock.com is making good on its goal of helping online customers shop smarter by factoring customer input into the shopping experience," said Larry Freed, President and CEO of ForeSee Results.

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 has developed a model that scientifically quantifies the elements that drive online customer satisfaction and predicts future behaviors such as purchase, return site visits or referrals. Clients include Bluefly, Finish Line, Hallmark Flowers, Home Shopping Network and Tower Records, among others. ForeSee Results, a privately held company is located in Ann Arbor, Michigan and on the web at www.ForeSeeResults.com.

Overstock.com is a registered trademark of Overstock.com, Inc.