Case Study: Alcohol and Tobacco Tax and Trade Bureau achieves a 9% boost in website satisfaction with ForeSee

How TTB Used Voice of Customer Insights to Direct a Successful Website Redesign

The Alcohol and Tobacco Tax and Trade Bureau (TTB) needed a more citizen-centric website that could better serve diverse users seeking tax, regulatory, and compliance information. TTB turned to ForeSee and its voice-of-customer methodology to identify where the site was falling short, especially around search, navigation, and functionality.

Using ForeSee insights, TTB redesigned the site with industry-specific homepage tabs, a more powerful search engine, and topic-based content organization. As a result, satisfaction with TTB.gov rose 9%, while satisfaction with navigation increased 5%, search 6%, and functionality 7%; users were also 9% more likely to return, 9% more likely to recommend the site, and 5% more likely to use it as their primary resource.

Alcohol and Tobacco Tax and Trade Bureau

Barbara Pearson

Director