Improving Customer Experience with Website Feedback

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Website feedback is a critical piece to any effective Voice of Customer program. We'll show you how you can turn your website into an effective real-time customer feedback channel.

Many of our customers have successfully improved customer experience using Qualtrics. We'll discuss how our clients like Ancestry.com, Quiznos, and The Weather Channel are achieving:

75%+ satisfaction rates
50% increase in feedback volume
30% engagement rates

Published in: Technology, Business
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Improving Customer Experience with Website Feedback

  1. 1. Improving Customer Experience with Website Feedback 1 ©2013 Qualtrics – Company Confidential 11/14/13
  2. 2. Josh Cazier Product Specialist 2 ©2013 Qualtrics – Company Confidential John Mayfield Product Marketing
  3. 3. Today’s Agenda 1.  The Modern Customer 2.  Client Success 3.  Hands-on Walkthrough 3 ©2013 Qualtrics – Company Confidential
  4. 4. Who is Qualtrics? The Global Leader in Enterprise Survey Technology Leader in Enterprise Customers 4 ©2013 Qualtrics – Company Confidential Leader in Colleges and Universities Leader in Growth and Innovation
  5. 5. What are People Doing? •  Customer loyalty/NPS •  Website feedback •  Voice of the customer •  Market research •  Employee feedback •  Event Registration •  Product/concept Testing •  Academic research 5 ©2013 Qualtrics – Company Confidential
  6. 6. Qualtrics Enterprise Survey Platform 6 ©2013 Qualtrics – Company Confidential
  7. 7. Qualtrics Site Intercept Understand the “whys” behind: Website Feedback •  •  •  •  •  Cart abandonment Bounce rates Site KPI trends Navigation and page layout SEO effectiveness Collect insights about your visitors’: Site Visitor Research •  •  •  •  •  Contact information Demographics Reason for visiting Site satisfaction / NPS Ad awareness Improve relevance of: Targeted Content 7 ©2013 Qualtrics – Company Confidential •  •  •  •  •  Ads Promotions Lead forms Product & content recommendations Social media sharing
  8. 8. The Modern Customer 8 ©2013 Qualtrics – Company Confidential
  9. 9. Only Email 9 ©2013 Qualtrics – Company Confidential IT Help Minimal Visitor Interaction
  10. 10. Understand Visitors 10 ©2013 Qualtrics – Company Confidential No IT help 20+ Targeting Variables
  11. 11. Timely Studies 11 ©2013 Qualtrics – Company Confidential IT Help Inaccessible Data
  12. 12. Launch in Hours 12 ©2013 Qualtrics – Company Confidential No IT Help Collect Hard to Access Data
  13. 13. Hands-on Walkthrough Feedback link Slider Infobar Popover 13 ©2013 Qualtrics – Company Confidential
  14. 14. Product Demo 14 ©2013 Qualtrics – Company Confidential
  15. 15. Questions? Connect with us: Twitter: @Qualtrics Linkedin: www.linkedin.com/company/qualtrics Insight Summit: www.qualtrics.com/summit/ ©2013 Qualtrics – Company Confidential

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