Online User Experience Research
Your online customer experience is a complex combination of customers’ intents and attitudes overlaid with their behaviors while on your site. Our patented WebIQ® survey technology is the only customer experience solution that gives you the information you need along with the recommendations to take action.
We combine web analytics AND survey data. Many companies gather analytics—the path visitors take on the website, what they do—without knowing who they are or their intents and attitudes. Many gather survey data—who they are, what they want, how they feel—without correlating actual site behavior. We gather both quantitative and qualitative analysis to combine the “who, why and how” to improve your customers’ experience.
First we dig deep into your customers’ intents and attitudes, then couple this with their behaviors, by monitoring every click of the customers’ experiences.- Intents & Attitudes - what is the reason for coming to your site: shop, browse, learn? Are they successful? What is the overall perception of your brand? Your competition? What emotional responses occur while using the site? What is the overall satisfaction rating?
- Behaviors - We chart the actual navigation and path behavior. We record errors and alternative paths. Ultimately, we measure conversion or drop outs.
Continuous monitoring of your customer experience with iterative changes and improvements is the only way to achieve excellence. Soon after launch, we provide initial insights. Then we diagnose problems and provide specific improvement recommendations to impact brand affinity, success by intent, failure by persona. Throughout the process you determine what to improve—attracting a specific customer group, conversion, increasing satisfaction, increasing buying frequency—whatever your goal. We suggest continuous monitoring and specific short and long term objectives. A combination of our discovery programs addresses each specific goal.
Our flagship program, Attitudinal Analytics® provides the roadmap to understanding your customers' intents, attitudes and behaviors. We track users throughout their entire site experience and invoke event-specific surveys, while capturing clickstream behavior to fully capture the customers’ online experience. The extensive data provided by the Attitudinal Analytics leads to more targeted solutions specific to your business needs.
When should WebIQ powered Online User Experience Research be Used?
- Any time you need to answer questions quickly
- Anytime you need to monitor your sites most important site user metrics
- Anytime you need to deploy a marketing research survey
- Anytime you need to benchmark your site's key transactions
- Anytime you need to know exactly what a group of users is doing on a website
Contact Us for more information or to schedule a demonstration of our Online User Experience Research capabilities.
