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One of the common misconceptions about on-arrival surveys is that it will negatively affect conversion. At iPerceptions, we have collaborated with many e-commerce clients to test if there is any impact on conversion while running an on-arrival survey. Our tests showed that there is no significant negative impact on conversion. In fact, in some cases it showed an increase in conversion.
The analysis of customer feedback through open-end questions is a crucial part of digital research. Closed-end questions provide focused, quantified data, but it is through open-end questions that organizations discover what customers really want to say to them. A common topic that respondents mention in open-ended feedback is the site’s usability. Reading through the textual responses provides researchers insights about the issues that site visitors are experiencing.
Last year I started a three part series on the key pillars of Active Research beginning with Frameworks, the foundational support of Active Research. This is the second installment focusing on the next pillar of Active Research, engagement. In terms of Active Research, engagement is the act of engaging customers in the ‘Moment of truth’ across digital touch points to better understand their intentions and environment. Timing, sampling, and usability/design are all factors that significantly affect the characteristics of information received from a solicitation for feedback.
AutoCatch.com Inc. is a recognized provider of search engine optimized automotive listings delivering a targeted audience connecting buyers and sellers of vehicles in Canada.
Avery Dennison is a global manufacturer and distributor of pressure sensitive adhesive material, office products, and various paper products. These products are used in virtually every major market and industry, with product sales in over 89 countries.
Best Western is the world’s largest hotel brand with more than 4,000 hotels in 80 countries. The company’s uniqueness is found in each hotel’s charm and local appeal while maintaining a commitment to quality, service and value.
Since its inception, the BMW brand has stood for one thing: sheer driving pleasure. Sporting and dynamic performance combine with peerless design and exclusive quality, resulting in the unique appeal of BMW automobiles.
Choice Hotels International is one of the largest and most successful lodging franchisors in the world. Built on the foundation of the venerable Quality Inn brand a pioneer in consistent mid-priced lodging, Choice Hotels today is the worldwide franchisor of Comfort Inn, Comfort Suites, Quality, Sleep Inn, Clarion, Econo Lodge, and Rodeway Inn and several other hotel brands.
The Chrysler Group is a US automobile manufacturer, founded in 1925, whose brands include Dodge, Jeep, and Chrysler. Dodge is positioned as the mainstream car, truck and van line while Jeep is the off-road brand. Chrysler is the company’s current luxury/entry-luxury brand.
Cogeco Cable Inc. is a major cable telecommunications company, offering analogue and digital television, high speed Internet and telephony services.
Since 1906, the Coldwell Banker organization has been a premier provider of full-service residential and commercial real estate. Coldwell Banker is the oldest national real estate brand in the U.S. and today has a network of approximately 87,000 sales agents working in 49 countries and territories.
Comcast is the largest provider of cable services in the United States – and one of the world’s leading communications companies. The company delivers digital services, provides faster Internet and clearer broadband phone service, and develops and delivers innovative programming.
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