Researchers Team Up to Analyse Online Feedback

A new service developed jointly by New York-based online customer satisfaction specialist iPerceptions and software solutions provider Repindex will provide 'quantifiable insights' based on analysis of free-form feedback from web site visitors. Land Rover and Reebok are among the first clients.

The tool combines iPerceptions' expertise in measuring the attitudes and perceptions of web site visitors with advanced text analysis software from Repindex. Together, the companies are providing 'Continuous Listening' studies for Land Rover and Reebok, which identify important issues and concerns from web site visitors in real time, as well as picking up on key changes in visitor attitudes and perceptions.

Duff Anderson, VP, Research & Development at iPerceptions explains the benefits: 'We can now immediately provide our clients with warning flags when new issues appear on the horizon. Our clients get a precise, quantifiable and real-time picture of customer attitudes and opinions as they occur.' Mark Perkins, MD of Repindex, believes the alliance 'will yield significant benefits for those companies that recognise the importance and value of listening to the voice of their customers'.

The two companies are online at www.iperceptions.com and www.repindex.com.

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

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