iPerceptions - Customer Satisfaction Measurement

The webValidator Continuous Listening Solution

 

The webValidator Continuous Listening Solution provides online marketers and website decision makers with answers to these critical questions:

• Who is visiting?
• Why are they visiting?
• Did visitors accomplish what they set out to do?
• What was their perception of the online experience?
• Are KPIs and key outcomes being met?
• What steps can be taken to fix identified problem areas?

To answer these questions and bring forward the Voice of the Customer (VoC), the webValidator Continuous Listening Solution leverages a unique and unobtrusive survey methodology. Using a two-stage HTML invitation and a 3-5 minute survey, our methodology yields a survey completion rate that surpasses 90%.

The webValidator solution makes it easy for website stakeholders to harvest insights from their visitors. Clients benefit from a robust set of reporting and analytical tools, including:

• A sophisticated suite of online survey design tools with dynamic branching capabilities
• Comprehensive profiling of site visitors to understand who is visiting and for what reason
• Added insight through the iPerceptions Satisfaction Index (iPSI), the only metric designed exclusively to measure customer online satisfaction
• Fully hosted survey and data storage solution to eliminate infrastructure overload

 Leverage our brand new, state-of-the-art Interactive Dashboard:

• Slice and dice analytics in real-time with the ability to re-model data around unique business objectives
• Fully customizable, multi-dimensional charts and graphs help visualize trends and patterns
• KPI tracking for task completion and overall satisfaction, providing critical insight into business issues
• Text Mining tools with 2D/3D word clouds to draw deeper insight into open-ended customer verbatim
• Outcome Predictor to model “what-if?” scenarios based on shifts in KPIs
• Global Benchmarking tracks site performance against normative data from over 4000 companies  across 30 industries, and from over 5 million consumer surveys served by iPerceptions

Add more context to site visitor behaviour and deliver real insight with A&B Interactive Dashboard:

• Integrate behavioral/clickstream data (the what) from leading Web analytics vendors such as Google, Omniture, Coremetrics, and Webtrends, with attitudinal/survey data (the why) captured in the context of the customer’s visit to your site

For more information on how the webValidator Continuous Listening Solution can help you make the right decisions, contact one of our solution specialists for a brief online demonstration. 

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