WIXLIB

ForeSee, Inc.eGovWebsites of the U.S. Federal Government that elect toparticipate in the ForeSee E-Gov Index.Federal GovtIncluded in this benchmark are websites of the U.S. FederalGovernment.State GovtIncluded in this benchmark are websites that are part of U.S.State Government.Non-Profit, Associations and EducationWebsites of non-profit organizations (such as charities orfoundations), associations, and educational organizations andinstitutions.EducationWebsites that either market educational materials or containeducation information such as course work, educationaldatabases and text books.EntertainmentWebsites of companies which provide entertainment servicessuch as sports, television, movie and family funentertainment.FinanceWebsites with the primary purpose of disseminatinginformation about financial products and services. Examplesinclude bank websites or product/services websites ofinvestment institutions.Health CareWebsites with the primary purpose of disseminatinginformation about hospitals and/or health care systems andtheir associated properties such as clinics and researchcenters.Informational (General)Websites with the primary purpose of disseminatinginformation about general topics such as baking tips,parenting information, and financial advice.Informational (Health)Websites with the primary purpose of disseminatinginformation about health and wellness topics such asimproving diet, managing disease, researching illness,maintaining an exercise program, and home health carediConfidential

ForeSee, Inc.InsuranceCompany websites with the primary purpose of disseminatinginformation about insurance coverage programs such ashealth, auto, home owner, and life. These websites haveinformation about types of insurance, benefits, and relatedproducts and services such as retirement, investments andannuities.ProductCompany websites with the primary purpose of marketingtheir product(s).ServicesCompany websites with the primary purpose of marketingservices they provide such as housecleaning, outdoorservices, lawn and garden care, travel services and softwaresolutions.UtilitiesWebsites of utility companies with the primary purpose ofproviding information about their company such as products,services available and investor information.NewsWebsites with the primary purpose of disseminatinginformation about recent events or happenings, same aswould be reported by newspapers, periodicals, radio, ortelevision. News can be specific to an industry or generalnews about current events.RetailWebsites where the primary purpose is the online purchaseof consumer goods by individual consumers. Dedicated retailwebsite measures for products companies are also included.Big Box RetailersWebsites of companies that have physically large retailstores, usually part of a chain. Examples include stores thatsell specialty goods (such as sporting or home goods) ormass merchant retailers that sell goods across multipleproduct lines.Mass MerchantsRetail websites of large companies carrying multiple productcategories. Examples include: department and discountstores, warehouse clubs, supercenters and other generalmerchandise stores.Confidential

ForeSee, Inc.Mass Merchants- Brick and MortarRetail websites of large companies carrying multiple productcategories. Company has multiple brick and mortar stores.High SKU Count StoresRetail websites of companies that carry a large variety ofproducts and have approximately between 30,000 and 50,000different SKUs.Department StoresWebsites of companies where stores have separatedepartments for various merchandise lines, such as apparel,jewelry, home furnishings, and linens, each with separatecash registers and sales associates. Department storesgenerally do not have central customer checkout and cashregister facilities.Discount StoresWebsites of stores that are known in retail for selling a widerange of general merchandise at inexpensive prices.Specialty RetailersRetail websites that concentrate on a narrow set ofmerchandise product lines such as apparel or electronicsretailers.AccessoriesRetail websites of the makers and sellers of accessoriesoften paired with apparel. Examples include fine/costumejewelry, shoes, scarves and hats.ApparelRetail websites of the makers and sellers of clothing.Apparel- Women'sRetail websites of the makers and sellers of women'sclothing.Computers/ElectronicsRetail websites that specialize primarily in computers, printersand/or electronics such as TV, DVD players, cameras, audioequipment and players.GiftsRetail websites that specialize primarily in products (ex:flowers, candy) typically meant to be given as presents forholidays or special events.Confidential

ForeSee, Inc.Hardware and Home CentersRetail websites that specialize primarily in hardware and/orhome improvement products. These websites/shops typicallysupport 'do-it-yourself' projects.Health and Personal CareRetail websites that sell products to promote a person'shealth and improve their quality of life such as nutrition bars,herbal remedies, vitamins and weight loss supplements.Personal care products include: cosmetics, beauty supplies,and optical goods.Home FurnishingsRetail websites that specialize primarily in goods whichdecorate a house and make it more comfortable, e.g.furniture, lighting, and carpets, curtains etc.Home Appliances/HousewaresRetail websites that specialize primarily in products usedaround the home. Examples of appliances include smallelectrical appliances, cooking appliances, refrigerators,laundry machines, lighting fixtures and vacuum cleaners.Examples of housewares include cooking utensils, dishes,pots and pans and other small articles.Jewelry, Luggage, Leather GoodsRetail websites that specialize primarily in jewelry (such asbracelets, necklaces, or rings) and leather goods (such asluggage, purses, suitcases and leather coats).Kid-Centric SitesWebsites that sell products or provide content for children.Mobile Phones and AccessoriesRetail websites which sell mobile phones as well as phoneaccessories (chargers, headsets, phone cases etc.).ShoesRetail websites that specialize primarily in footwear such asathletic, dress, and casual shoes.Sporting, Outdoor and FitnessRetail websites that specialize primarily in exerciseequipment/apparel, sporting goods (products for baseball,basketball, skiing) and/or outdoor supplies (equipment forcamping, fishing, hiking, hunting).Confidential

ForeSee, Inc.Toys, Hobbies and GamesRetail websites that specialize primarily in toys (learning toys,toy cars, board games, dolls) and/or hobbies (stamp and coincollection, model building etc.)Manufacturer DirectProduct manufacturer websites which give the option topurchase as long as the measurement covers the shoppingexperience.Manufacturer Direct (Durables)Product manufacturer websites with eCommerce capabilitywhich sell durable goods. These are products designed tolast over a long time after multiple uses and shouldtheoretically never wear out. Example products includejewelry, luggage, home appliances, electronics, cars, andmobile phones.Manufacturer Direct (Non-Durable)Product manufacturer websites with eCommerce capabilitywhich sell non-durable goods. Non-durable goods areserviceable for a comparatively short time or are consumedor destroyed in a single usage. Examples include fast movingconsumer goods such as cosmetics and cleaning products,food, fuel, office supplies, packaging and containers, paperand paper products, personal products, rubber, plastics,textiles, clothing and footwear.Internet Pure PlayRetail websites that utilize the internet as the companies'dominant sales channel.Multi-ChannelRetail websites representing companies that sell online but asignificant part of their business is selling through at least oneoffline channel, such as a store (not necessarily their ownbranded store) or catalog.Brick and MortarRetail websites for companies where a significant part of theirbusiness comes from selling from their own branded physicalstores.Catalog/Call Center/OtherRetail websites for companies where a significant part of theirbusiness comes from catalog purchases or use the website todrive customers to a sales call center.Confidential

ForeSee, Inc.Catalog MarketingRetail websites of businesses that use catalogs as a primarysource of marketing their products.BrowseA survey for the browsing experience on a retail website.CheckoutA survey for the checkout section and/or checkout function ofa retail website. The survey is triggered when the visitorleaves the checkout section of the website.Post-PurchaseA survey for users who completed a purchase during theirvisit. The survey is triggered at the completion of thatpurchase.FulfillmentA survey presented to users only after they received theirpurchased merchandise (generally not a measure of thewebsite experience).Online DeliveryA survey presented to users only after they received theirpurchased merchandise. Survey measures the experience ofordering online for residential or commercial delivery.In-Store Pick UpA survey presented to users only after they received theirpurchased merchandise. Survey measures the experience ofordering online to pick up in a store.Fulfillment- RetailA survey presented to users only after they received theirpurchased consumer goods. Fulfillment measures generallydo not survey the website experience.Fulfillment -Specialty RetailersA survey presented to users only after they received theirpurchased merchandise from a speciality retailer such asapparel, jewelry, sporting goods. Fulfillment measuresgenerally do not survey the website experience.Fulfillment- ApparelA survey presented to users only after they received theirpurchased clothing. Fulfillment measures generally do notsurvey the website experience.Confidential

ForeSee, Inc.Product ManufacturersCompany websites with the primary purpose of marketingtheir product(s). These websites may also engage ineCommerce and other transactions, although informationabout their products would be the primary purpose.Manufacturers(Information)Company websites with the primary purpose of marketingtheir product(s) but do not have e-commerce capabilities.Manufacturers(eCommerce)Company websites with the primary purpose of marketingtheir product(s) but the website has e-commerce capabilities.DurablesWebsites that market goods such as home appliances,electronics and furniture that are designed to withstandmultiple uses and last over a long period of time.Non-DurablesWebsites that market products that last for a short time or areconsumed in a single usage. Examples include cosmetics,cleaning products, food, fuel, office supplies, packaging andcontainers, paper and paper products, personal products,clothing and footwear. CPG is a subset of this category.Apparel and ShoesWebsites of companies that market their own brand ofclothing. The purpose of the website may be to market or selltheir products.CosmeticsWebsites that primarily market cosmetic products such amake-up, shampoos, hair coloring, and perfumes.CPGWebsites that primarily market packaged products which areconsumed every day and replaced frequently. Examples ofthese products include: food and beverages, cosmetics,tobacco, toiletries and household products. This is a subset ofthe non-durables category.Computers/ElectronicsWebsites that primarily market computers, printers and/orelectronics such as TV, dvd players, cameras, audioequipment and players.Confidential

ForeSee, Inc.Food and BeverageWebsites of companies that specialize primarily in thecreation and distribution of their own branded foods andbeverages such as cereals, candies, dairy, packaged meals,soft drinks and juices.Home and GardenWebsites that primarily market hardware, home improvementand gardening products typically used by a consumer such aspaints, hand tools, lawn care products and lawn mowers.These products typically support 'do-it-yourself' projects.Health and Personal CareWebsites that primarily market products which promote aperson's health and improve their quality of life such asnutrition bars, herbal remedies, medicines andpharmaceuticals, vitamins and weight loss supplements.Personal care products include: cosmetics, beauty supplies,and optical goods.Home Building MaterialsWebsites that primarily market products used for theconstruction, repair, and maintenance of the home. Homeconstruction materials include windows, doors, lightingfixtures, and plumbing supplies.Sporting, Outdoor and FitnessWebsites that primarily market exercise equipment/apparel,sporting goods (products for baseball, basketball, skiing)and/or outdoor supplies (equipment for camping, fishing,hiking, hunting).E-ServicesSite focused on providing a service (not content orcommerce) such as account management, customer support,bill pay, directory listings as well as career and personalservices. These websites also support a specific processessuch as real estate searches and quote requests.Account ManagementWebsites that enable and allow users to perform services ontheir own and require them to register an account. Examplesinclude websites where you can pay your hospital bill orpersonal banking portions of a website.Confidential

ForeSee, Inc.Online SupportA survey measurement for the section of a website dedicatedto self-service support or help, or a website entirely dedicatedto providing online support or help. The surveys in thiscategory are only for measurement of support content on awebsite such as FAQs and instructional documentation.Self-ServiceThese websites support a specific process which a user canperform on their own without logging into an account.Examples include photo management websites, and directorylisting services.FinanceMeasurement of consumer branch locations that providefinancial services to both commercial and/or retail customers,for example: banks, credit unions, credit bureaus, brokeragesand investment funds.Banks and Credit UnionsWebsites for banks and credit unions which provideinformation about available products and services.BanksWebsites for banks which provide information about availableproducts and services.Credit UnionsWebsites for credit unions (member-owned financial cooperatives) which provide information about availableproducts and services.Financial IntermediariesWebsites of financial institutions that sell and market throughfinancial intermediaries. Examples include assetmanagement and investment services firms that sell throughadvisors.InvestmentWebsites that provide content and/or transactions capabilitiesrelating to the management of investment. Examples includebrokerage houses and investment funds.Other FinancialAll finance-related websites not classified in any other'Finance' category such as mortgage lending and loans, creditbureau, and credit card websites.Confidential

ForeSee, Inc.Authenticated Sites (Finance)Survey is deployed on websites classified in the Financecategory where the website in it's entirety requires a login.Non-Authenticated Sites (Finance)Survey is deployed on websites classified in the Financecategory where the entire website is available to the publicand doesn't require a login.Authenticated Sites (Banks)Measurement of the login (authenticated) portion of a bankingwebsite.Non-Authenticated Sites (Banks)Measurement of the public portion of a banking website.InsuranceWebsites for insurance service providers. Examples includeauto, homeowner, property and casualty, life and healthinsurance.Insurance (Health)Websites for health insurance service companies whichprovide coverage for medical and surgical expenses that areincurred by the insured.Insurance (Non-Health)Websites for non-health insurance service providers such asthose who provide home, auto, property and casualty, or lifeinsurance coverage.Insurance IntermediariesWebsites of insurance companies where the primary focus ofthe business is using agents, brokers and other individualsand organizations that represent clients in insurancetransactions.Authenticated Sites (Insurance)Survey is deployed on websites classified in the Insurancecategory where the website in it's entirety requires a login.Non-Authenticated Sites (Insurance)Survey is deployed on websites classified in the Insurancecategory where the website is available to the public anddoesn't require a login.Confidential

ForeSee, Inc.UtilitiesWebsites for utility companies that provide services to thepublic. Includes telecommunications, power, heat and lightand community facilities for water and sanitation.EnergyWebsites for companies that provide energy such as gas,electricity, or oil, as a primary function of their business.Authenticated Sites (Energy)Survey is deployed on websites classified in the 'Energy'category where the website in it's entirety requires a login.Non-Authenticated Sites (Energy)Survey is deployed on websites classified in the 'Energy'category where the website where the entire website isavailable to the public and doesn't require a login.TelecommunicationWebsites for companies that offer telecommunicationservices which include providers of phone (wireless or landline), internet, or cable and satellite services.Cable/Satellite TVMeasurement for websites which specifically supportcable/satellite products and services.Internet Service ProvidersMeasurement of websites which specifically support internetservices such as broadband and DSL.Phone - WirelessMeasurement for websites which specifically support wirelessphone services.Phone - LandlineWebsites for telecommunication companies that offer landline phone services with or without other telecom services.Authenticated Sites (Telecom)Survey is deployed on websites classified in the'Telecommunication' category where the website in part or init's entirety requires a login.Non-Authenticated Sites (Telecom)Survey is deployed on websites classified in the'Telecommunication' category where the website is availableto the public and doesn't require a login.Confidential

ForeSee, Inc.Telecom Sales SitesWebsites for companies which enable the buying or

Satisfaction Benchmarking Report Report Contents: U.S. NRC Satisfaction Survey V2 November 01, 2015 - November 30, 2015 U.S. NRC Satisfaction Survey V2 81 Content 66 Retail 72 Product Manufacturers 70 International (Private Sector) 65 Contact Center 77 Mobile 74 Mobile Site Retail 78 Mobile Product Manufacturers 77 Mobile Private Sector 73 Mobile (Canada) 65 Mobile Public Sector 76 Multi .