iPerceptions - Customer Satisfaction Measurement

Thousands of companies in more than 30 industries are using iPerceptions’ free 4Q website survey solution to listen directly to their customers and improve task completion rates

NEW YORK–(BUSINESS WIRE)–iPerceptions Inc. (TSX-V: IPE), a leading provider of web-focused Voice of Customer analytics, today announced that adoption continues to accelerate for its free 4Q website survey solution developed in collaboration with noted web analytics author and blogger Avinash Kaushik. Launched in March 2008, the 4Q survey allows companies to listen directly to site visitors in over 100 countries and use their feedback to improve the online customer experience. Within 14 months of launch, 4Q users have collected and analyzed more than 3 million website surveys and 12 million data points to determine the hurdles to site usability and visitor task completion – and pinpoint the best ways to fix their sites. Over 1 million surveys and 4 million data points have been captured in the last 2 months alone.

"4Q allows us to focus our web business around a comprehensive understanding of visitor intent," said Michael Jansma, CEO and founder of GemAffair.com. "By understanding what visitors are trying to accomplish on your website, you can measure, trend and optimize much more effectively than before. It gives you the tools to easily identify ways to change your customer’s experience for the better."

4Q is used by thousands of small, medium and large companies around the world to pinpoint what is broken in the online user experience and gain tangible ways to fix their websites. For example, marketers and site operators can easily leverage the 4Q survey to measure the effectiveness of their site content, as well as platform elements like shopping carts. By aligning site content with visitor feedback, 4Q survey users can immediately see ways to increase the effectiveness of their sites. 4Q gives users a real-time understanding of their site visitors’ intent that can be used to execute successful online marketing, search engine optimization, and site usability strategies.

Taken collectively, 4Q also offers an important international benchmark of site satisfaction and task completion rates. Task completion rankings by country and industry vertical can be found at http://blog.iperceptions.com/archives/2009/03/american_websites_falling_behi.html.

"Companies today are looking to engage with their customers and be a part of the conversations online," said Jonathan Levitt, vice president of marketing at iPerceptions. "By using 4Q, companies receive a direct link in which they can listen and respond to their customers’ feedback. We are excited that so many people continue to leverage these voices to better the customer experience."

About 4Q
4Q helps companies understand why and how people interact with their websites by asking the 4 most important survey questions:

- What do visitors come to my website to do?

- Are they completing what they set out to do?

- If not, why not?

- How satisfied are my visitors?

Companies can also choose to include additional survey questions on path-to-site and frequency, gaining the ability to segment responses by visitor group and type. 4Q requires a single line of code and can be installed in minutes on any website. All surveys are permission-based and employ a two-stage invitation process that minimizes session interruptions. A real-time results dashboard is available 24/7 through a secure online reporting tool to help 4Q users apply their findings and make website changes that engage, retain and convert more visitors. For more information or to sign up, please visit http://www.4qsurvey.com.

About Avinash Kaushik
Avinash Kaushik is the author of the recently published book "Web Analytics: An Hour A Day" and the highly rated web analytics blog, Occam’s Razor. He is a frequent speaker at industry conferences in the US and Europe, such as eMetrics summits, Ad-Tech, Web 2.0 Expo and SES. Avinash is also an Associate Instructor for the University of British Columbia and has lectured at the Universities of Utah, University of Virginia, as well as Stanford University.

About iPerceptions
iPerceptions is one of North America’s leading web-focused Voice of Customer analytics providers. Its webValidator Continuous Listening solution, free website survey solution 4Q, 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, Hyundai, LG Electronics, Choice Hotels International, BMW and Monster Worldwide. iPerceptions has offices in New York, Atlanta, Toronto, Montreal and London.