What motivates website visitors to provide feedback?
Internet users no longer “surf.” Most visit a handful of content driven or function-based websites daily – stock trading, current events, email, entertainment, etc. – and use the web as a tool for research, booking travel, making specific purchases, etc. People want these websites and organizations they patronize to work for them. Individuals who make the effort to communicate their wants, needs and preferences – or even to complain about problems – and who feel they have been heard are more loyal and less likely to switch to alternative suppliers or products. An effective VoC system not only helps to deliver superior value to the customer, but also promotes customer loyalty.

What percentage of visitors typically participate?
Depending on type of implementation and type of website, between 0.5% and 5% of visits typically participate.

Can I customize the data collection technique?
OnlineOpinion offers customizable data collection options. DialogCentral offers a standardized solution.

What languages are currently supported by the data collection methodology?
Arabic, Chinese, Czech, Dutch, English, French, German, Hebrew, Hindi, Italian, Japanese, Korean, Montenegrian, Norwegian, Polish, Portuguese, Russian, Romanian, Spanish, Slovenian, Swedish and Turkish are currently supported.

What information is collected when a user submits a rating?
OpinionLab solutions enable website visitors to provide a wide range of quantitative and qualitative VoC data including overall page, design, content and usability ratings, open-ended comments, and responses to specific questions. In addition, the system collects the following data automatically with each rating submitted: URL, time spent on page prior to rating submission, time (CST) and date of rating, IP address, host name, referring address, browser type, operating system and screen resolution.

Why do the OnlineOpinion and DialogCentral screen icons disappear after use?
When data is submitted from a specific page, the screen icon disappears from that page for that user for a specified period of time (default is 60 minutes). This is intended to discourage abuse by an individual user.

Can I install OnlineOpinion or DialogCentral on more than one website?
You can install OpinionLab solutions on as many sites as you wish but each domain must be activated separately. You can use the same subscriber ID and password for each website. When you log in, you’ll be asked to select the domain for which you’d like to see a report.

Do OnlineOpinion solutions require the use of cookies?
The OnlineOpinion software uses cookies only where our Client has implemented the floating icon, in which case, the cookie is used to prohibit access to the floating icon for a pre-defined number of minutes after a comment card is invoked.

Who owns the data collected by OpinionLab solutions?
The Licensee owns the data collected by an OpinionLab solution. As part of our Terms of Use, we promise not to share data or identify the organization or individual associated with any data. OpinionLab retains the right to make use of data at an aggregate level for research purposes, to establish and publish comparative benchmarks, norms, proprietary algorithms, white papers, etc.

How will OnlineOpinion / DialogCentral affect the download time of my website?
The OnlineOpinion / DialogCentral screen icon is the last element to load on any Web page so it should not impact the time required to view existing content. Icon graphics are cached to expedite loading after the first viewing.

What browsers support OpinionLab solutions?
OpinionLab solutions are compatible with Internet Explorer and Netscape browsers above version 4.0, Safari, FireFox and others.

What type of web pages will work with OpinionLab solutions?
The standard versions of OpinionLab solutions will function on any HTML web page, if the end user’s browser supports JavaScript and it is enabled. This includes, but is not limited to the following types of web server engines: dynamic HTML, SHTML, XML (used within HTML), PHTML, JSP, ASP, PHP, PSP, CFM and sites built using frame sets. OnlineOpinion / DialogCentral are currently not compatible with Adobe’s GoLive Action script.

Do OnlineOpinion / DialogCentral work on frames?
If a site features multiple frames on a page, OnlineOpinion / DialogCentral will collect ratings for the frame on which it is located.

Do OnlineOpinion / DialogCentral work on intranet or password-protected websites?
OnlineOpinion / DialogCentral can collect data from intranet or password-protected websites, but firewall reconfiguration may be necessary to enable data to be sent to our database.