Do you know who visits your website? Why they visit? And whether they are able to accomplish their task successfully? In this webinar on-demand, Ann Rochanayon, Director of UX/CX Research at UserZoom, will share how to create a customer feedback program, a.k.a. Voice of the Customer, for your company in the online channel. And, as with the rest of the webinars in this series, you’ll see a step-by-step study setup in UserZoom.

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Designing a Customer Feedback Program to
Measure and Improve User Satisfaction
www.userzoom.com

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The #1 Platform for Agile Usability Testing &
User Experience Analytics
Our all-in-one enterprise solution make research & testing
cost-effective, agile and easy

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• Chat box is available if you have any questions
• There will be time for Q&A at the end
• We will be recording the webinar for future viewing
• All attendees will receive a copy of the slides/recording
Quick Housekeeping
Continue the discussion using #LearnRemoteUX
Designing a Customer Feedback Program to Measure and Improve User Satisfaction

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Ann Rochanayon
Sr. Director UX/CX Research
UserZoom
Speaker
Meet Your Speaker
Designing a Customer Feedback Program to Measure and Improve User Satisfaction

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Agenda
Continue the discussion using #LearnRemoteUX
• What is a Customer Feedback Program?
• Benefits of Developing a Customer Feedback Program
• UserZoom Customer Feedback / VOC Solutions
• Demo of VOC experience on UserZoom.com and Mobile App
• How to create VOC Studies in UserZoom
• Results from UserZoom VOC Studies
• Questions
Designing a Customer Feedback Program to Measure and Improve User Satisfaction

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What is a Customer Feedback Program?
Designing a Customer Feedback Program to Measure and Improve User Satisfaction
• Process of actively listening to customers
• Identify who they are, what they want / need
• Collect thoughts, expectations, and preferences
Capture
Feedback
Analyze Take Action Monitor

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Benefits of Customer Feedback Program
Designing a Customer Feedback Program to Measure and Improve User Satisfaction
• Engage current customers and form a connection
• Retain customers you already have
• Acquire new customers
• Improve products and services
• Research new features and concepts
to drive innovation
• Prioritize issues and features

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UserZoom Customer Feedback Solutions
Designing a Customer Feedback Program to Measure and Improve User Satisfaction
Solution Purpose Channel How it Works Results
Surveys Obtain quick
feedback
Desktop, laptop,
smartphone and
tablets
Invitation link,
JavaScript intercept
code
• Quantitative – Graphs, charts
• Text clouds – open-ended
responses
Feedback Tab Gather page /
area specific
feedback about
websites
Desktop, laptop,
smartphone and
tablets
Link on web page • Quantitative – Graphs, charts
• Text clouds – open-ended
response
VOC for
Websites
Understand
who’s coming
to the site, why,
if they’re
successful, and
barriers to
success
Desktop, laptop,
smartphone, and
tablets
JavaScript intercept
code
• Quantitative – Graphs, charts
• Text clouds – open-ended
response
• Clickstreams
• Heatmaps (desktop / laptop
only)
• Analytics Integration
VOC for
Mobile Apps
Assess the
customer
experience on
mobile apps
Smartphone and
Tablet Native Apps
SDK • Quantitative – Graphs, charts
• Text clouds – open-ended
responses
• Screen recordings
• Clickstreams

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VOC for Websites
Designing a Customer Feedback Program to Measure and Improve User Satisfaction

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VOC for Mobile Apps
Designing a Customer Feedback Program to Measure and Improve User Satisfaction

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Setting up a Customer Feedback Studies
in UserZoom

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Questions
Designing a Customer Feedback Program to Measure and Improve User Satisfaction

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• Thursday, February 5, 2015
• Conducting Remote Task-based Usability Testing
on Your Mobile Website and App
Next Webinar
Designing a Customer Feedback Program to Measure and Improve User Satisfaction

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Need more info?
Get answers about UserZoom. We are here to help.
Talk with one of our knowledgeable staff.
Contact us
UserZoom
1054 South De Anza Blvd, Suite 102
San Jose, CA 95129
Toll free number: (866) 599 1550
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