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New Data Mining Tools from iPerceptions
New York-headquartered online customer satisfaction specialist iPerceptions has introduced four new reporting and analysis tools to help marketers mine verbatim customer feedback gathered from web site visitors.
Users can scour data for term frequency, concept frequency and concept concordance, while associating qual open-ended comments with quantitative web experience ratings.
'Open-ended feedback from customers is the place that can yield the most insights, but this feedback has always been the hardest to manage and analyze,' stated VP of Marketing Jonathan Levitt. 'We're very pleased to roll out the industry's first tools that allow marketers to derive very specific business insights from free-form comments and opinions from their customers.'
The four tools are:- Term Frequency - designed to find customer feedback associated with particular terms of interest
- Concept Frequency - finds concepts of interest within the customer feedback, as well as tracking the top 20 feedback concepts over time
- Concept Concordance - quantifies issues related to the main concepts in the open-ended feedback, to uncover context and meaning over time
- Feedback mapped to *iPSI attribute ratings - ties qualitative open-ended feedback to quantitative ratings of the web experience.
Chairman of the Web Analytics Association Jim Sterne added that the tools, which transform millions of pieces of open-ended feedback into business intelligence, complement more traditional web analytics data.
iPerceptions' webValidator Continuous Listening solution and *iPerceptions Satisfaction Index (iPSI), convert data into decision support for web site marketers.
The firm has offices in the US, Canada and UK and is on the web at www.iperceptions.com .
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