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The Customer-Centric Marketer - Customer Experience Blog

Meet Our New Text Analytics Solution Powered by Artificial Intelligence (AI)

Open-ended feedback, also known as unstructured feedback, provides a glimpse into the minds of your customers like no other type of data can. It provides vital insight and context that you need to better track, understand, then improve your customer experience, which is crucial in order to...

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Aug 10, 2017

By 

iPerceptions

The #1 reason customers fail to have a successful website visit

When visitors provide feedback about their website experiences, it allows you to see your website from the visitors’ perspective. This feedback leads to the discovery of your website’s weaknesses and the issues that cause visitors to leave your site. To understand and correct such issues, it is...

Read More

Sep 15, 2014

By 

Naoko Tomioka, Ph.D.

Customer Feedback Is Not Created Equal

Voice of the Customer (VoC) data has come to represent a very broad spectrum of data streams, from traditional consumer research, convenience surveys, comment cards, call center verbatim and all the way through to social media.  Too often, similar expectations are placed on these data streams...

Read More

Jan 30, 2014

By 

Lane Cochrane

3 Principles You Can’t Ignore for Feedback Text Analysis

What do your customers want? This is a question that every company is striving to answer. Typically, the best method is to just ask. Asking customers on your website to provide feedback and answer open-ended questions, like “what do you want to see on this website”, allows customers to describe...

Read More

Dec 11, 2015

By 

Naoko Tomioka, Ph.D.

When is negative feedback actually bad?

The analysis of customer feedback through open-end questions is a crucial part of digital research. Closed-end questions provide focused, quantified data, but it is through open-end questions that organizations discover what customers really want to say to them. A common topic that respondents...

Read More

Feb 10, 2014

By 

Naoko Tomioka, Ph.D.

How to Quickly Turn Open–Ended Comments into Actionable Insights

Researchers tend to favor closed questions as they are easy to analyze and lead to quantitative analysis. Despite the benefits of closed questions, it is important to include open-ended questions in your research. At times, the most valuable insights are derived from open-ended comments. With...

Read More

Nov 14, 2013

By 

iPerceptions

Meet Our New Text Analytics Solution Powered by Artificial Intelligence (AI)

Open-ended feedback, also known as unstructured feedback, provides a glimpse into the minds of your customers like no other type of data can. It provides vital insight and context that you need to better track, understand, then improve your customer experience, which is crucial in order to...

Read More

Aug 10, 2017

By 

iPerceptions

3 Principles You Can’t Ignore for Feedback Text Analysis

What do your customers want? This is a question that every company is striving to answer. Typically, the best method is to just ask. Asking customers on your website to provide feedback and answer open-ended questions, like “what do you want to see on this website”, allows customers to describe...

Read More

Dec 11, 2015

By 

Naoko Tomioka, Ph.D.

The #1 reason customers fail to have a successful website visit

When visitors provide feedback about their website experiences, it allows you to see your website from the visitors’ perspective. This feedback leads to the discovery of your website’s weaknesses and the issues that cause visitors to leave your site. To understand and correct such issues, it is...

Read More

Sep 15, 2014

By 

Naoko Tomioka, Ph.D.

When is negative feedback actually bad?

The analysis of customer feedback through open-end questions is a crucial part of digital research. Closed-end questions provide focused, quantified data, but it is through open-end questions that organizations discover what customers really want to say to them. A common topic that respondents...

Read More

Feb 10, 2014

By 

Naoko Tomioka, Ph.D.

Customer Feedback Is Not Created Equal

Voice of the Customer (VoC) data has come to represent a very broad spectrum of data streams, from traditional consumer research, convenience surveys, comment cards, call center verbatim and all the way through to social media.  Too often, similar expectations are placed on these data streams...

Read More

Jan 30, 2014

By 

Lane Cochrane

How to Quickly Turn Open–Ended Comments into Actionable Insights

Researchers tend to favor closed questions as they are easy to analyze and lead to quantitative analysis. Despite the benefits of closed questions, it is important to include open-ended questions in your research. At times, the most valuable insights are derived from open-ended comments. With...

Read More

Nov 14, 2013

By 

iPerceptions