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Methodology

The most valuable consumer insights are not sparked by your questions, controlled by your schedule, or sought from every 100th visitor. They’re based on your customers’ timing and priorities.

 

That’s why the OpinionLab solution is available to your customers at anytime, where ever they are. The [+] symbol shows them you’re listening and acts as your gateway to the richest business data available: unsolicited, open-ended, streaming voice of customer (VOC).

 

Our traditional data-collection tool is designed to encourage maximum participation with minimum effort. It is

  • Unobtrusive
  • Intuitive
  • Brief

 

This front-end methodology revolutionized the VOC industry when we introduced it over a decade ago, but it is only the first step in our complete, enterprise solution.

 

On the back end, we analyze and report continuous streams of VOC data as they come in, so you can track , benchmark , and act on your customers’ feedback in real time.

 

The Advantage of Opt-In

Engaged consumers want to feel like their opinion matters every minute of every day. So soliciting feedback from randomly selected users is not only invasive, but downright offensive.

 

Rather than abusing your customers through opt-out surveys, our system invites any user to tell you anything, at anytime, from any touch point.

 

This opt-in model gets to the core of authentic VOC, providing an entirely different data set than solicited feedback: unbiased customer input about your

  • Website
  • Brand
  • Business in general

 

Our clients tell us that this type of feedback reveals a host of information they never before knew.

 

Real-Time Diagnostics

Robust diagnostic capabilities are a key advantage of the OpinionLab system.

 

Other data-collection tools simply provide a score that represents specific users. But our reporting system goes further.

 

We structure quantitative and qualitative feedback and return it in a way that helps you

  • Diagnose problem areas
  • Manage progress
  • Benchmark yourself against competitors

 

How It Works

The only element hosted on the client’s site is the [+] graphic and a small JavaScript file. OpinionLab seamlessly handles the rest, including

 

Click here for a step-by-step overview of how our VOC system works .