Success Stories

Avoid Legal Trouble

When a large pharmaceutical company released a new version of their prescription-refill page, customer comments quickly indicated that the medications were listed incorrectly. The company immediately posted a message on the homepage to address the issue, alleviate customer frustration, and avoid legal implications. Thanks to user feedback, the mistake was solved before it became a major problem.

Enable Rapid Iterative Design

An online travel site launched a large marketing campaign to promote a new website feature that enabled customers to review recent hotel visits. But VOC data quickly indicated that users were unable to find the new feature. The company examined page-specific data, identified the problem, and redesigned the page accordingly. Negative feedback decreased immediately.

Engage and Respond to Customers

To collect improvement ideas, a large securities exchange implemented the end-to-end OpinionLab VOC solution several months before a website redesign. Many design decisions were a direct result of user feedback, and customers praised the new site. Overall feedback ratings increased dramatically over the original design.

Measure the Impact of Online Advertising

A large retailer distributed an online ad featuring a woman in lacy lingerie. The advertisement appeared on a major website where many families went to check their e-mail, and visitors quickly began using OpinionLab comment cards to express their outrage over content that was inappropriate for children. The retailer was able to amend their distribution practices according to customer input, and the marketing department learned volumes about the impact of advertising.