Complaint Management System Quickly Identifies Issues Based on Open Text Feedback
MONTREAL, QC – May 14, 2012 – iPerceptions Inc., a leading provider of online Voice of Customer (VoC) analytics derived from actual visitor feedback, today announced the addition of Comment Cards to its growing VoC solution suite. iPerceptions Comment Cards serve as a complaint management system for companies to easily identify specific friction points that need repair.
“How you listen matters,” said Duff Anderson, Vice President of Research at iPerceptions. “Customer feedback ranges from tactical to strategic and companies need a comprehensive VoC solution to capture, analyze and act on all types of input. Comment Cards are an effective vehicle for gathering tactical, user-initiated feedback. Using Comment Cards in combination with targeted audience selection and representative sampling gives companies a full VoC toolkit to address immediate, tactical issues as well as more complex, branding considerations.”
iPerceptions Comment Cards are personalized to have the same look and feel as a company’s brand and give website visitors the opportunity to offer suggestions, explain dislikes or give praise about any issue – using their own words. Website visitors are asked to identify the nature of their feedback up-front, which enables companies to segment the comments by type in order to isolate specific issues, get advice, or see what they’re doing right.
Comments are analyzed using an interactive dashboard, which includes one-click concept qualification of the open-ended feedback. The results can be displayed on a score card or trended over time, either by page, section or site-wide. Additional segmenting variables include number of respondents, referral ratings, Net Promoter scores, and comment types (dislikes, suggestions, likes).
Companies can immediately take action on feedback by using the email option, which provides the ability to respond to individual customers and address issues directly. The system includes a CRM Inbox to manage feeback and communication with individual customers.
iPerceptions’ Comment Cards will be immediately available to current webValidator clients, and available as a standalone solution starting in June 2012.
iPerceptions is a leader in online Voice of Customer (VoC) analytics, using sophisticated intercept survey techniques to gather feedback from representative samples of actual website visitors. Its 4Q Suite and webValidator Continuous Listening solutions turn millions of data points into easy-to-understand strategic and tactical decision support for clients around the world. Augmenting its unique ability of giving website traffic a voice is iPerceptions’ advanced integration technology, allowing clients to combine individual visitor feedback with session-level data provided by multiple best-of-breed web analytics solutions for enhanced analysis and understanding. For more information, please visit www.iperceptions.com.
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