Customer Dis-satisfaction

Exactly what does cause customer dissatisfaction …on a website?

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?

???????

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

The Solution: Ask Customers Directly

Traditional Analytics Tools = What is happening

Webreep = Why it’s happening Google Analytics + Webreep = Superior Insight

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

The Importance of Satisfaction

Satisfied customers tell others! – Word of mouth is key online

Satisfied customers come back! – Loyalty is critical for business success

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 worked it out

(© Coker, 2007)

Automated Regression Algorithms No number crunching or specialized knowledge required

Website Feedback Form

100% Customizable

Natural Language Processing Algorithm

Flexibility: Custom Questions

Flexibility: Multiple Feedback Forms

Specify different questions for each page

Thank you!

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