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.

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.

'Net Features : voice of customer analytics

Manage Customer Complaints with Comment Cards

Deep Customer Analysis with iPerceptions' 4Q