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Voice of Customer Data in Google Analytics

Posted on 5.03.2010

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.”

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