iPerceptions - Customer Satisfaction Measurement

User-generated feedback delivers new insights into the hearts and minds of customers – and the actionable intelligence to optimize site and social media initiatives

NEW YORK, NY –– October 14, 2008 –– iPerceptions Inc. (TSX.V:IPE), a leading provider of web-focused Voice of Customer analytics, announced today that Century 21 Real Estate LLC is using iPerceptions webValidator Continuous Listening Solution to tune into the voices of online visitors in order to understand and improve the online experience at its Web site, www.century21.com. With iPerceptions, the Century 21 Real Estate LLC marketing organization is able to easily solicit and analyze user-generated feedback from millions of home buyers and sellers to understand who is visiting the site, why they are online, how the Web site experience affects their perceptions of the brand, and how the brand can serve them best.
"It is essential that our online offerings match the high expectations consumers have of our brand," said Bev Thorne, Chief Marketing Officer, Century 21 Real Estate LLC. “iPerceptions’ mission of revolutionizing Web analytics by fully integrating the voice of the online customer aligns seamlessly with our online marketing strategy. 84% of consumers are using the Internet to search for their next home and through our relationship with iPerceptions, we are able to gain invaluable insights into what the consumer wants in the online real estate space."

The CENTURY 21 marketing team re-launched the company’s site this summer with distinctive features such as intuitive search and an advanced map tool, and is using the insights delivered by iPerceptions to continue to refine its Web site strategy around the needs and goals of its customers. iPerceptions has also provided them with quantifiable success metrics around its online initiatives that are unavailable with traditional Web analytics tools. For example, iPerceptions data showed a significant increase in the number of site visitors who see the brand’s new Web site as innovative, stylish, unique and non-traditional – key goals for the company. These brand values are further supported by the CENTURY 21 system’s new social media initiatives such as a dedicated YouTube channel (http://www.youtube.com/century21) where agents post videos of their listings.

“Engaging our customers through viral media channels, social networks and our own Web site is increasingly important as we strive to reach buyers and sellers wherever they are consuming news and information,” Thome continued. “By tapping the real voices of our customers, iPerceptions is able to provide insights that can impact every part of our online marketing mix.”

iPerceptions provides the CENTURY 21 brand with the technology to successfully transform the voices of real customers into business intelligence and actionable insight, including:

•    Proprietary online research methodology: Visitors to www.century21.com receive a two-part invitation to participate in a post-experience survey and real-time data monitoring and tools to predict outcomes, track trends and create benchmarks.

•    Perceptual framework: CENTURY 21 is able to easily identify site strengths and weaknesses, discover the attributes with the highest impact on visitor satisfaction, and set priorities for attention.

•    Extensive segmentation and visitor profiling: CENTURY 21 can now better understand the different voices in the crowd so that it can isolate and improve experiences by segment.

“The CENTURY 21 team is committed to enhancing the online user experience for its customers and we are very excited to assist them in this effort,” said Jonathan Levitt, vice president of marketing at iPerceptions.

About Century 21 Real Estate LLC
Century 21 Real Estate LLC (www.century21.com) is the franchisor of the world’s largest residential real estate sales organization, providing comprehensive training, management, administrative and marketing support for the CENTURY 21 System. The System is comprised of more than 8,900 independently owned and operated franchised broker offices in 61 countries and territories worldwide. Century 21 Real Estate LLC is a subsidiary of Realogy Corporation, a global provider of real estate and relocation services

About iPerceptions
iPerceptions is one of North America’s leading web-focused Voice of Customer analytics providers. Its webValidator Continuous Listening solution and Proprietary iPerceptions Satisfaction Index (iPSI), turn thousands of data points into easy-to-understand strategic and tactical decision support for website marketers. iPerceptions’ clients include such well known brands as InterContinental Hotels, General Motors, Dell Computers, Hyundai, LG Electronics, Choice Hotels International, BMW and Monster Worldwide. iPerceptions has offices in New York, Toronto, Montreal and London, UK.