What causes customer dis-satisfaction on a website? In this SlideShow we explain the Webreep Customer Feedback Tool, based on Dr Brent Coker's Webreep Model of Website Customer Satisfaction.

1. Exactly what does cause
customer dissatisfaction
…on a website?

2. Problem: The Guessing Game
Why don’t new visitors stay?
Why do my customers not come back?
Why do people choose my competitors over me?
???????

3. Problem: The Guessing Game
Data Overload – “what does it mean?”
Trial and error
– A/B Testing
– Guessing what customers want
Crunching numbers to identify trends
– Trends don’t tell you how to fix it!
– There is no “Why is this happening” information

4. The Solution: Ask Customers Directly
Traditional Analytics Tools = What is happening
Webreep = Why it’s happening
Google Analytics + Webreep = Superior Insight

5. The Solution
Dissatisfied/unsatisfied customers won’t tell
you. They just defect to your competitors.
BUT, if you ask them, they will tell you what’s
wrong

6. The Importance of Satisfaction
Satisfied customers tell others!
– Word of mouth is key online
Satisfied customers come back!
– Loyalty is critical for business success

7. Predicting Satisfaction: The Webreep Model
7 years of academic
research to find
exactly what
causes website
Satisfaction
Out-of-the box
questions – No
training required
– we already
(© Coker, 2007) worked it out

8. Automated Regression Algorithms
 No number crunching or specialized knowledge required

9. Website Feedback Form

10. 100% Customizable

11. Natural Language Processing Algorithm

12. Flexibility: Custom Questions

13. Flexibility: Multiple Feedback Forms
Specify different questions for each page

14. Thank you!
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