iPerceptions - Customer Satisfaction Measurement

Breakthrough analysis confirms failure to listen leads to user frustration and
a decline in web site loyalty

NEW YORK, NY – May 7, 2002 – Listening to and interpreting what 18,000 actual web site users
have to say is no easy task. But that’s exactly what iPerceptions Inc. of New
York has accomplished. And they have some words for the wise. "Listen to what
your users are saying and they will tell you how to make your site more effective
and keep them coming back" says Jerry Tarasofsky, iPerceptions CEO.

Mr.Tarasofsky’s comment is supported by findings from aggregated industry data
from iPerceptions webValidator research conducted at fifteen of North America’s
most respected hospitality related web sites in the past six months.

iPerceptions discovered that users of Hospitality-related web sites break out
into two distinct groups, each with greatly varied expectations. The INFORMATION
GATHERERS want easy access to a wide range of data, be it room rates, amenities
or services. The ACTION SEEKERS want fast, easy to use interactive tools for making
reservations or redeeming loyalty rewards. Failure to listen and respond to the
differing needs of these two distinct groups often leads to user frustration as
well as a decline in usage frequency and loyalty.

The findings confirm that these distinct user groups tend to have negative views
when site owners make changes and fail to support the users re-learning process.
"Too many owners make improvements to the site without consulting their users.
They don’t tell their users what they’ve done, and then leave them on their own
to figure out how to use these improvements. We encourage website owners to clearly
communicate changes to their users (what was changed and why) and then put tutorials
or instructions in place that help users become more familiar with these changes"
confirms Mr.Tarasofsky of iPerceptions. "When site owners make changes, they must
do so without frustrating their users."

About webValidator

iPerceptions webValidator allows an organization to listen to and interpret how
actual users value their web site, identifying the site’s key strengths and weaknesses
from a user perspective. Proprietary technology maps user group evaluations to
a strategic behavioral framework developed by the late psychologist Dr. Max Garfinkel
PhD.

The webValidator delivers action driven information and industry best-practice
benchmarks to web site owners enhancing the relationship between the organization
and their users as well as driving increased profits and ROI.

About iPerceptions

iPerceptions is one of North-America’s leading web-focused attitudinal analytics
providers. Its webValidator Continuous Listening solution and its Proprietary
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, CompUSA, LG Electronics, Toshiba, Choice Hotels International,
BMW and Hilton Hotels. iPerceptions has offices in New York, Toronto and Montreal.

The TSX Venture Exchange does not assume any responsibility as for the relevance
or exactitude of this press release.

Media Information

Jonathan Levitt
Vice-President Marketing
iPerceptions Inc.
Tel: 514-488-3600
Fax: 514-484-2600

Investor Information

Jerry Tarasofsky
President and Chief Executive Officer
iPerceptions Inc.
Tel: 514-488-3600
Fax: 514-484-2600

Martin Faucher
Chief Financial Officer
iPerceptions Inc.
Tel: 514-488-3600
Fax: 514-484-2600