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Manage Customer Complaints with Comment Cards

Posted on 5.13.2012

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.

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