'Net Features : iperceptions

Email Links Increase Traffic on Travel Sites

Allison Howen — Fri, 19 Apr 2013 19:45:00 GMT

Email has been a good marketing tool for the travel industry, according to a new report from iPerceptions.

The Voice of Customer (VoC) analytics provider has released its Online Satisfaction and Experience in the Hospitality Industry report for Q4 of 2012, which reveals that hospitality and tourism sites have seen significant growth in traffic from email links – up from 1 percent in Q1 2012 to 9 percent in Q4 of 2012.

While search engines still drive the most traffic to these type of sites (35 percent), the report shows that traffic from email links is on the rise. This is especially true for first time website visitors, as 11 percent of these users accessed a hospitality or tourism website via an email link in Q4 2012.

“It’s important for marketers to be aware of this change in user behavior, but at the same time realize that it only tells one side of the story,” said Nancy Wiesenfeld, director of insight at iPerceptions. “As with any change in user behavior it is essential for companies to look at both attitudinal and behavioral data to fully understand what is happening and accurately measure campaign success. Companies can combine behavioral data with Voice of the Customer attitudinal data to find out why customers did what they did. With this powerful combination of data, marketers can continually adjust marketing campaigns to improve effectiveness.”

It is also important to note that the study found loyalty programs may be losing popularity amongst consumers. This is because the number of loyalty program members for hospitality and tourism sites saw a slight decrease in Q4 of 2012 – down to 77 percent from 78 percent in Q3, and an even greater drop from 81 percent in Q4 of 2011.

iPerceptions Launches Budget Friendly Platform

Allison Howen — Tue, 12 Feb 2013 20:25:00 GMT

iPerceptions has made it easier for businesses of all sizes to obtain valuable feedback from their customers.

This is because the Voice of Customer (VoC) solutions provider has launched the Active Research Platform, which makes the functionality of its previous programs developed for large enterprises now available to all marketers – regardless of budget. In fact, the Active Research Platform includes Free, Plus, Premium and Professional-level subscriptions.

According to Duff Anderson, Vice President of Insight at iPerceptions, the Active Research Platform represents the evolution of VoC solutions because it helps capture the voice of the customer in the moment of truth – which is any instance, contact or interaction between a customer and a brand that gives the customer an opportunity to form an impression.

“(The Active Research Platform) is taking the sophisticated VoC programs that we develop for large organizations – with six figure budgets over the last twelve years – and making that available at various subscription levels to organizations of all sizes,” said Duff.

The new platform is customizable at every level, which means that users can tailor the look of their surveys to stay consistent with their business’s branding. Marketers leveraging the Free subscription will be able to launch Certified Surveys, which are based on 4Q Task Completion research methodology. These surveys help users evaluate the online experience, measure customer satisfaction and identify areas of improvement. Moreover, the Free subscription provides a user-friendly KPI dashboard, support for 32 languages and integrates with Google Analytics, as well as enables users to collect an unlimited survey responses.

That said, marketers leveraging the Plus, Premium and Professional subscriptions, have the ability to launch not only Certified Surveys, but also Custom Surveys, tablet surveys, smartphone surveys and Comment Cards. Furthermore, these subscription levels allow marketers to conduct an unlimited number of surveys simultaneously, which results in shorter, more relevant surveys that deliver more targeted insights. Additionally, the platform’s Word and Concept Clouds create a visual representation of data and allow users to filter feedback by popular terms. The platform also leverages iPerceptions’ real visitor, real time industry benchmarks to give users an instant snapshot of performance for evaluating results. It is also important to note that Professional customers have the ability to integrate with Tealeaf’s customer experience management (CEM) solutions from IBM.

“Time-to-Action has become paramount for marketers,” said Audry Larocque, CEO of iPerceptions. “The convenience of online comparison shopping and shrinking product development cycles have made customer loyalty more challenging than ever. Today’s marketers don’t have the luxury of waiting weeks or months to capture customer feedback, they need to know what inspired customers in the ‘moment of truth.’ Our new SaaS survey model empowers marketers to create VOC surveys in minutes and gives companies the opportunity to use an ‘Active Research’ approach to VOC analytics.”

Check out some screenshots of the Active Research Platform below:

Top-5 Digital Survey Solutions

Administrator — Fri, 28 Dec 2012 19:53:00 GMT

The best way to understand the emotions and feelings that end-users have about your website and digital applications is to survey them. It's important to ask open-ended questions in order to develop more formal, strategic questions which may also influence success. Discover the top digital survey solutions below.

SurveyPro

SurveyPro enables website owners to survey users online, send surveys and view results of surveys.

Brands like Victoria’s Secret utilize SurveyPro to gauge customer experience through a comprehensive Website Experience Survey. Users are asked basic intent questions and are also guided through 10 usability questions that ask them to rate the importance of certain homepage factors (e.g. overall layout, ease of finding onsite search functionality, etc.).

Survey takers also rate the same factors on a sliding scale of poor to excellent. The survey goes on to include questions about the importance of design elements and awareness of new features. By collecting direct customer feedback, the company is able to evaluate and make changes to provide the best user experience.

iPerceptions

Founded in 2000 with the goal to improve and optimize websites by “tapping into the feedback of real customers in the context of actual online experiences,” iPerceptions developed the 4Q Survey solution. So how does it work? Website owners place a 4Q survey on their site for free by just completing a five-minute setup.

Visitors are then invited (upon arrival) to participate in a short website survey once their visit is complete. Businesses can leverage the information to implement website improvements and improve the online customer experience. Additionally, the 4Q Survey tool offers complete Google Analytics integration, which enables marketers to get a complete picture of their website visitor. The more information about a visitor a business has, the more personalized its communication and offerings can be. Today, personalized online customer experiences are less of a luxury and more of a necessity.

ForeSee Results

Brands like Ticketmaster rely on ForeSee to collect feedback from users during their online experience via tablets, desktops or mobile devices. This in-experience method enables brands to see how their experience measures up during the experience. Annually, ForeSee collect millions of satisfaction survey responses, which quantifies the voice of customer (VoC) and puts feedback in context to support strategic and tactical decisions – all to improve the customer experience.

ForeSee clients can also incorporate their surveys into SiteCatalyst to improve campaign segmentation capabilities.

OpinionLab

For more than 13 years, OpinionLab says they’ve invited consumers to share input in their own words. OpinionLab’s services extend to all touchpoints, including websites, mobile platforms, stores and products.

OpinionLab also counts half of Fortune 50 organizations as users of its VoC feedback solutions. Via OpinionLab, millions of comment cards are delivered in more than 200 countries around the globe. Additionally, OpinionLab promotes itself as offering the most holistic suite of VoC collection tools. Its services offer real-time feedback from engaged customers.

SurveyMonkey

One of the most well-known online survey tools is SurveyMonkey, which provides an easy way to send free surveys, polls, questionnaires, customer feedback and market research. Additionally, SurveyMonkey partners with other popular online tools to make integrating surveys simpler. Its partners include Eventbrite, MailChimp, Mad Mini, ActiveCampaign, GroSocial and CleverReach. For example, its partnership with GroSocial allows marketers to place surveys on their company's Facebook page and share the results with its fan base. The partnership provides powerful insights, so businesses can make more informed decisions regarding interaction with fans on the social network.

Manage Customer Complaints with Comment Cards

Allison Howen — Mon, 14 May 2012 18:30:00 GMT

Customer satisfaction measurement provider iPerceptions, has launched a new solution called Comment Cards, which aims at helping companies more easily manage their customer complaints.

Comment Cards is currently part of the iPerceptions’ Voice of Customer (VoC) solution suite. It serves as a complaint-management system that helps companies easily identify issues that need attention. The solution is personalized to reflect the same look as a company's brand, and provides website visitors with the opportunity to offer suggestions, explain dislikes or give praise to a company.

Commentors are also asked to identify the nature of their feedback, which enables companies to segment the comments in order to help business managers isolate specific issues.

"How you listen matters," says Duff Anderson, vice president of research at iPerceptions. "Customer feedback ranges from tactical to strategic, and companies need a comprehensive VoC solution to capture, analyze and act on all types of input. Comment Cards are an effective vehicle for gathering tactical, user-initiated feedback. Using Comment Cards in combination with targeted audience selection and representative sampling gives companies a full VoC toolkit to address immediate, tactical issues as well as more complex branding considerations."

The comments are analyzed through an interactive dashboard, with results being displayed on a scorecard or trended over time – either by page, section or site-wide. Businesses can also segment with other variables, including number of respondents, referral ratings, Net Promoter scores and comment types.

Additionally, companies can quickly respond to consumers and address specific issues through the system's email option, and communications with customers can be managed through the system's CRM inbox. Comment Cards is currently available to webValidator clients, and will be available as a standalone solution in June.

VoC Feedback: 42 Percent of Shoppers Leave Disappointed

Linc Wonham — Thu, 01 Mar 2012 19:00:00 GMT

Online Voice of Customer (VoC) analytics provider iPerceptions has released an e-commerce report that found that only 58 percent of retail website visitors were able to complete the purpose of their visits in the fourth quarter of 2011.

The study also found that more visitors indicated they were onsite with the intent to purchase during their current visit compared to the previous year, by a margin of 22 percent of all visitors in 2011 to 16 percent in 2010. With the increase in visitors ready to purchase, online retailers should analyze and address the specific needs of this important segment and identify where they may be falling short.

“While a drop-off in task completion is expected as visitors near the bottom of the purchase funnel, the fact that almost half of buyers were unable to complete their purpose of visit is somewhat alarming,” says Claude Guay, president and CEO of iPerceptions. “For a business that already earns $10 million in online sales, a 58-percent task completion among buyers means that an additional potential $7.3 million in qualified business is walking away from the table.”

For visitors who came to make a purchase and did not complete their task in Q4 2011, 34 percent claimed they couldn’t find the product they were looking for while 32 percent said the product they found was not immediately available. Other significant barriers were unclear pricing and comparisons (18 percent) and a lack of product information (7 percent).

Other important findings from the report include the following:

- Overall satisfaction for website visitors rose from 70 percent in Q4 2010 to 71 percent in Q4 2011.

- The share of visitors who came for support decreased versus one year ago, from 11 percent to 7 percent.

- “To shop” remained the most popular purpose of visit.

- The share of visitors who arrived via a search engine rose significantly, from 24 percent to 34 percent.

The report is based on immediate post-experience feedback from 129,563 visitors to 97 e-commerce websites around the world. The data represents aggregated information obtained from iPerceptions’ webValidator and 4Q Suite surveys.

Web Analytics Trends in Retail Commerce

Administrator — Tue, 14 Feb 2012 17:00:00 GMT

How many analytics solutions do you use? While many will assume the total will not be more than one, according to iPerception’s recently released Retail Web Analytics Report for 2011, the use of more than one Web analytics tool nearly doubled in the last year – from 33 percent in 2012 to 62 percent in 2011.

"Until this year, the use of more than one web analytics tool was unusual, with the majority of retailers making decisions based on a single source of information," says Claude Guay, president and CEO of iPerceptions. "But in 2011, using multiple tools became the norm and retailers began allotting more resources to the collection and analysis of website data."

There is quite a bit of interesting information in the report. For example, the use of clickstream analytics in now nearly universal among retail websites with 98 percent penetration. The dominant vendors in the clickstream analytic sspace are Google (68 percent), Omniture (40 percent) and IBM (Coremetrics, Unica).

iPerceptions also saw notable increases for other categories of Web analytics. In 2011, more than half of all retail websites used advertising network tools, and SEM tools double to 20 percent. Voice of cstuomer tools, such as those provided by iPerceptions solutions included the webValidator Continued Listening Solutionand 4Q Suite gained market share as well.

There was also an increase in the share of retailers who were using at least four web analytics tools, from just 1 percent in 2010 to a noteworthy 15 percent in 2011 according to the report, which also pointed to an increase in the use of other, lesser-known web analytics tools as part of retailers' online measurement toolkit.

Word Clouds are Out, Concept Clouds Are In

Pete Prestipino — Tue, 24 Jan 2012 20:20:00 GMT

Customer analytics provider iPerceptions has announced the addition of Concept Clouds to its 4Q Suite and webValidator Continuous Learning solutions.

"Concept clouds are an improvement over simple Word Clouds, which rely on basic term frequency counts," said Claude Guay, President and CEO of iPerceptions. "Comprehensive yet flexible concept libraries based on verbatim feedback from actual visitors ensure the most visually accurate representation of our data."

Word clouds have been used within iPerceptions products for several years and provided a ways for clients to “visually quantify” the open-ended feedback they received. The problem apparently was that Word Clouds did not group together common misspellings, typos and synonyms, resulting in erroneous analysis and abstraction of larger concepts. With Concept Clouds however, clients are able to receive the appropriate visibility into themes within the feedback.

Mobile Monitoring with Surveys

Allison Howen — Wed, 19 Oct 2011 15:30:00 GMT

Do you know what users think of your mobile website? Feedback and analysis platform iPerceptions has released a solution to help websites with a mobile presence find out.

iPerceptions' Mobile Website Feedback randomly selects visitors of participating mobile sites and invites them to take a performance survey. Then the survey provides site owners with instant post-experience feedback.

This data is important, especially since mobile website usage is on the rise. The feedback can help business owners understand the effectiveness of their mobile channel by providing information that identifies mobile website visitors, reasons why they are visiting the site and what the biggest barriers of the site are.

“Mobile websites are a completely different animal,” says Claude Guay, President and CEO of iPerceptions. “The mobile channel introduces unique challenges for websites - such as longer download times, significantly reduced screen sizes and platform cross-compatibility problems. With this in mind, it is easy to see how mobile website visitors’ experiences could differ considerably in comparison to the experiences of traditional website visitors. By collecting feedback on both of these platforms and analyzing the results separately or in conjunction with one another, companies can gain unique insights and much-needed perspective.”

The mobile survey is optimized for most mobile devices, including smartphones, feature phones and tablets. After respondents submit their feedback, site owners can view the data within the iPerceptions portal.

Merchants #Fail - Visitor Satisfaction Declines

Pete Prestipino — Tue, 07 Jun 2011 23:30:00 GMT

Voice of Customer (VOC) analytics provider iPerceptions released its Retail/E-Commerce Industry Report for the first quarter of 2011 showing that overall website satisfaction is on the decline.

“Expectations among online retail shoppers are rising quickly and retail websites are struggling to keep up,” said Claude Guay, president and CEO of iPerceptions. “As visitors become more familiar with retail websites, they become more discriminating in terms of accurate search results, clear pricing and adequate product information.”

Some rather interesting finding are included in the report (available here). For example, 31% of all retail website visitors came to compare product features and prices - up 12 percent from the previous year. Plus, the share of visitors who came for support rose to 15% from 6% in the same period of last year. Couple that with another aspect of the report which focused on task completion (which fell 5 percent year over year and it seems merchants might be struggling more than expected.

So what do you think? Are visitor expectations on the rise?

Deep Customer Analysis with iPerceptions' 4Q

Mike Phillips — Mon, 04 Oct 2010 19:51:00 GMT

Web analytics are critical to every Web enterprise. They can tell you about certain segments of your audience - where the visits originated and what actions were taken from those visits, for example. What they lack, however, is a certain "human" element. Analytics cannot tell you if it was the color of the page that turned them off, rather than the messaging on the page, for example.

That's where Voice of Customer (VoC) analytics comes in.

The latest release of 4Q from iPerceptions takes your standard Google Analytics and adds a little human touch. In short, exit surveys are sent to users based on your own analytics data. So, you can target particular groups or even individuals themselves, based on site visits and actions taken, with a detailed survey that asks to provide particular information about their visit.

As an example: Google Analytics might tell you that a particular landing page is not performing up to par. So, you might see that the bounce rate is extremely high. But you might not know why that is the case. Tying in with your analytics, you can send a detailed survey to a visitor or group of visitors to that page to find out why, exactly, the page was abandoned.

Another feature of 4Q is the ability to view industry benchmark data. The 4Q database contains representative data from more than 6,500 websites around the world -- including 30 different industries, using data collected from more than 500,000 completed surveys per month. Access to this data allows real-time, evolving analysis of how users are responding to particular issues throughout your industry -- to which you can compare with your own survey respondents.

The 4Q product is on a tiered payment system that includes options to customize certain elements of surveys, social media links and sharing, CRM options and more. There is, however, a free option that is certainly worth investigating.

To learn more about Voice of Customer analysis and iPerceptions' 4Q product, visit iPerceptions.com.

Voice of Customer Data in Google Analytics

Pete Prestipino — Tue, 04 May 2010 15:56:00 GMT

Analytics provider iPerceptions has released a new free solution which integrates clickstream and matching "voice of customer" data into Google Analytics Reports.

GA users can now combine web analytics clickstream data with different data points (from its 4Q survey solution) including purpose of visit (why visitors came to a site), task completion (whether they were able to complete their tasks) and overall satisfaction. Site managers can then use the data set to gain actionable intelligence on how to fix issues and optimize their sites. Highlights of reporting capabilities include:

Tracking satisfaction rates for specific visitor groups could prove useful for evaluating landing pages, exit pages, search keywords, traffic sources and campaigns. Some of the insights users could gain include:

- Measuring conversion rates against task completion rates to gain a better understanding of the conversion cycle.

- Comparing satisfaction rates by time on site, pages visited, sections visited and geographic region.

- Examining time on site by task completion to distinguish between visitors struggling to find information and those positively engaged on the site.

“iPerceptions is pleased to announce the first free solution that seamlessly matches clickstream and Voice of Customer data within Google Analytics,” said Claude Guay, President and CEO of iPerceptions. “We are bringing new value to Google Analytics users by delivering insight traditionally available only to enterprise brands.”

On the Wire at Website Magazine (Submit Your News!)

Pete Prestipino — Wed, 18 Feb 2009 23:06:00 GMT

Several months into 2008, Website Magazine dropped its popular On The Morning Wire blog post series, which highlighted important news releases for the current day related to Web professionals - SEOs, SEMs, designers, developers - you get the picture. Those posts were exceedingly popular with our readers, as they covered a lot of content in brief, but it was also a pain to manage. Fortunately, that process has been greatly simplified thanks to a little bit of coding and, of course, a healthy dose of creativity.

Starting today, if you publish a press release on PRWeb or directly at the Website Magazine News Release section, your content (relevant content, of course) will appear at WebsiteMagazine.com. News releases are published on the home page (bottom right) which means added exposure in our community and any links you manage to include are dofollow so participating means an added boost to your site on the SERPs.

If you're a company providing Web-related products or services and you've got some news to share, submit it at WebsiteMagazine.com/newsreleases today (and everyday).

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Data on E-Commerce and Customer Feedback

Pete Prestipino — Mon, 16 Feb 2009 19:26:00 GMT

Survey solution provider iPerceptions crunched customer feedback on sites using its free 4q website survey tool and found some interesting data on e-commerce and customer feedback.

Retailers lag beyond other verticals and the webwide average when it comes to shoppers' ability to accomplish their primary task on a website. Only 68% of shoppers could actually get what they needed from the site, whether it was product information, company data, pricing, etc. This may be due to more shoppers coming to the website to research/learn (34%) than buy (25%) and more shoppers interacting with your brand and your site many more times before purchasing. In Web analytics speak, these shoppers are “lengthening the conversion funnel.”

In this environment, getting people to your site at the point they are ready to buy is a big win. But 44% of retailers are missing out on that opportunity, because of mundane but unnoticed things like broken shopping carts, limited product availability, inadequate pricing information or simply because visitors couldn’t find what they wanted.

Transform Open-Ended Feedback Into Actionable Intelligence

Pete Prestipino — Tue, 28 Oct 2008 19:55:00 GMT

Actionable intelligence might be a buzzword, but it's most definitely what you should look for in every interaction you have - especially interaction with your analytics software.

Customer analytics provider iPerception introduced four new reporting and analysis tools that help marketers mine open-ended customer feedback for business insights. Marketers will be able to drill into critical areas of verbatim customer feedback like term frequency, concept frequency, and concept concordance – and, for the first time ever, associate qualitative open-ended comments to quantitative web experience ratings.

Term Frequency – This tool is designed to find customer feedback associated with particular terms of interest. The tool aggregates unique terms over time and presents them back to the analyst sorted by frequency count or alphabetic order. By selecting the terms of interest, the tool then allows the analyst to pull the full source comment and sort the feedback by visitor group or time frame.
Concept Frequency – This tool is designed to find concepts of interest within the customer feedback, as well as to track the top 20 feedback concepts over time. This tool links related terms together for a wider look at particular issues of interest. In addition to having similar capabilities to the Term Frequency tool, this tool is based on concept libraries that can be accessed online.
Concept Concordance – This tool is designed to quantify and trend the issues related to the main concepts in the open-ended feedback, thereby helping you to uncover context and meaning over time. As an example, when the concept ‘Difficult’ is present, 55% of the time it is related to the concept ‘car configuration’ and 35% of the time it is related to the concept ‘find’.
Feedback mapped to iPSI Attribute ratings - This tool is a patent-pending innovation that ties qualitative open-ended feedback to quantitative ratings of the web experience. The end result allows you to select any Attribute rating for any user group segment for a particular timeframe and instantly pull the open-ended feedback from this sample that is most related to the rating in question. For example, if an e-commerce site sees a substantial drop in satisfaction for its internal site search tools, they can simply click on the Attribute score and drill right down into the open-ended comments that are most relevant.

Uncovering Consumers' Real Online Ad Preferences

Pete Prestipino — Mon, 06 Oct 2008 14:05:00 GMT

iPerceptions announced the results of a study that reveals insights into which types of online ads are popular with consumers. The analytics company collected user-generated feedback from 14,000+ visitors on consumer advertising preferences and their likelihood to click different types of ads appearing on leading media sites during the month of August 2008. The study found that (and budget-strapped marketers, this is where you will want to pay attention) consumers are most likely to click on simple text ads (25% of respondents). Display ads follow in popularity, with 20% of respondents likely to click on right banners and 12% likely to click on top banners.

Most noteworthy in my opinion however is that despite the overwhelming buzz, video ads are not very popular among most consumers; in fact, only 11% of consumers said they were likely to click on video ads. And 25 to 34 year-olds show no special affinity for video, being just as likely to click on video ads as text, right and top banners. The only consumers who seem to be engaged by video ads are young people under the age of 25, a group that accounts for nearly one-third of the video-ad viewing audience.

"Retail groups are predicting the toughest holiday season since 1991, so marketers need to make sure every dollar spent on advertising delivers an end result," said Jonathan Levitt, vice president of marketing at iPerceptions. "Our research shows that inexpensive banner and text ads are still preferred among web consumers. By having a direct dialog with consumers, we are able to know - with certainty - what consumers want and expect from their online experience."

The iPerceptions study also unearthed some important data about how income level and frequency of visits impact consumer ad preferences. As advertisers plan key media buys to boost sales during the upcoming holiday season, they would do well to plan marketing messages and targeting tactics around the study's finding that the likelihood that a person will click on an ad goes down as their income rises. On average, 40% of consumers likely to click on any ad make less than $50K a year - and only 15% make over $150K. The income gap is most pronounced with video ads, with 49% of consumers likely to click on video ads making less than $50K a year - and only 13% making over $150K. Web marketers and publishers should also note that clicks come from loyal audiences. Across the board, 65% of consumers likely to click on online ads are weekly or daily browsers, and only 15% are first-time visitors and 6% are sporadic visitors.