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QUALITATIVE WEB ANALYTICS USING VOICE OF CUSTOMER

In the business world, customer feedback is essential. In the past week, you've probably received an offer or entry into a drawing for completing a customer survey, and there's a reason for that. You can have the very best web analytics experts using the top web analytics tools to measure data about your business, and the only thing the data will show is WHAT happened – not WHY it happened.

Your data may show you that sales are slipping, but you won't know why they're slipping until you get that all important Voice of the Customer. With the powerful combination of qualitative Voice of the Customer analytics and quantitative data from web analytics, a company can effectively increase business while maintaining a successful customer experience management campaign.

What is Voice of Customer?

Voice of Customer or VOC is generally defined as systems such as permission based on-exit surveys or feedback software that measure customer satisfaction and gather direct feedback from site visitors and customers.

At User First we combine comprehensive customer experience management with web analytics to provide a better online experience and build increased customer loyalty to your brand. We especially recommend qualitative Voice of the Customer analytics to sites with complex navigation, complicated functionality and/or large volume.

Qualitative web analytics from User First can help to:

• Find errors or flaws you may have not caught in quality control on your end
• Prioritize changes and adjustments to improve user experience
• Get a better understanding of visitor activities, intent and purpose, personal experience and future behavior

While site owners may be able to use Voice of Customer data to respond to individuals who have given poor feedback, they might not have sufficient information to uncover, diagnose, or resolve problems that customers have experienced. User First customer experience management systems combine quantitative data collected with web analytics and qualitative data from Voice of Customer to find tangible solutions for your business or company.

Looking at your process from a 360 degree view magnify design performance and help you clearly learn from your customer response to foster deeper understanding into your audiences preferences and isn't that the bottom line?

Put your users first with customer experience management systems from User First. Call User First at 877.459.0021 or email us at contactus@userfirst.com for more information today.