iPerceptions - Customer Satisfaction Measurement

In the past 12 months, 4Q has captured nearly 9 million data points on the online experience and demonstrated the importance of listening to the voice of the customer

NEW YORK — March 4, 2009 — iPerceptions Inc. (TSX-V: IPE), a leading provider of web-focused Voice of Customer analytics, today marked the first anniversary of the launch of its free 4Q website survey solution, developed in collaboration with noted web analytics author and blogger Avinash Kaushik. The 4Q user base has grown exponentially over the past twelve months as companies of all sizes have embraced the free solution as a key to marketing success. Thousands of companies in more than 30 industries are currently using 4Q to tune in to the voices of their website visitors and use the feedback to improve their sites and plan for success.

To date, more than 2.2 million surveys have been completed by consumers in over 100 countries, yielding close to 9 million data points on how well websites are serving visitors and how easily visitors can accomplish their tasks on the site. iPerceptions has used the data to build a comprehensive benchmark of web-wide task completion, including breakouts by geography, vertical industry and purpose of visit. This benchmark highlights the importance of task completion as a key metric that helps companies pinpoint areas where they can improve the online experience for site visitors.

“4Q is making a difference in how we manage our website content and delivery,” said Robert Gravely, chief operating officer at cord blood storage and donation center Cryobanks International. “Once we applied the 4Q survey system, we immediately discovered that some things we thought were obvious—like the fact that one of our services is free—were not being communicated to our website visitors. Web analytics are certainly helpful, but they’ve never given us direct and actionable feedback like 4Q. By changing our site content to bring it in line with visitor feedback, we’ve seen a significant increase in the effectiveness of our website.”

iPerceptions has responded to the high demand for 4Q by regularly enhancing the product to better meet the needs of website marketers around the world. The company expanded 4Q to support 16 languages in July 2008 and recently added advanced user segmentation capabilities to help marketers gain a clearer understanding of how well their sites are catering to the needs of their diverse visitor segments.

“We are very pleased to celebrate the birthday of 4Q with the millions of consumers and thousands of small, medium and large companies around the world who are using the product to make their websites better every day,” said Jonathan Levitt, vice president of marketing at iPerceptions. “Running a website in 2009 is all about transparency, and we’re thrilled that 4Q is helping bring about a sea change in the way that websites interact with their visitors.”

About 4Q
Launched in March 2008, 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 use their findings to 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 North America 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 University of Utah and the University of Virginia, as well as at 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.