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GREAT FOR: Small businesses, blogs or just to see what you can do with the iPerceptions platform.
GREAT FOR: Small to medium sized businesses or individuals running their own website.
GREAT FOR: Medium to large sized companies that want a complete Voice of Customer solution.
GREAT FOR: Large companies that want advanced insight with premiere VoC solutions and expertise.
From concept to launch, iPerceptions professional services leads the way. With decades of research experience, our team offers more than leading-edge insight and client service. We offer the industry’s foremost thought leaders invested in your success.
“These questions drive satisfaction. They tell us whether we’re building the right website or not.”
-Lance Jones, Manager, Intuit Global
Driving innovation in the research industry, that’s what we do at iPerceptions. From our frameworks and methodologies to our outreach with the research community, we put our knowledge to work on your bottomline.
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.
Documentation on the methodology, technology, and metrics that put iPerceptions at the cutting edge of Voice of Customer (VoC) analytics.
The key to keeping customers on your website starts with understanding the reasons why they abandon and then developing effective responses to keep them engaged. Supported by insights from iPerceptions and Peppers & Rogers Group, this 1to1 Tips & Takeaways paper offers valuable insights on how to make the online customer experience more engaging.
At the forefront of iPerceptions’ ongoing initiative to democratize the voice of the online customer is the iPerceptions Satisfaction Index. Building on a robust research pedigree and leveraging a best-of-breed approach to quantifying qualitative data, the iPSI is the first satisfaction metric designed exclusively for the web.
Learn more about the science behind online satisfaction metrics. We Know What you did Last Summer- But We Don’t Know Why, a white paper sponsored by iPerceptions and written by industry leader Jim Sterne, is an essential read.
Good website customer experience metrics fulfill two purposes: tracking site experience quality and pointing to opportunities for improvement. Customer experience professionals need three types of metrics to support their efforts: measures of how customers perceive their visits to the site, events that signal potential problems even if customers don’t complain, and data about what customers do after the visit that can help show how experience quality affects future business. Customer experience professionals can use Forrester’s website customer experience metrics inventory worksheet to take stock of their existing metrics and — if necessary — close any gaps in their measurement system.
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