Independent Study Finds iPerceptions Delivers Positive ROI and Cost Savings to Clients
May 12 2008 - 11:30AM
Marketwired
NEW YORK, NY , a leading provider of web-focused Voice of
Customer Analytics, today announced the findings of a commissioned
Total Economic Impact (TEI) study conducted by Forrester Consulting
on behalf of iPerceptions Inc., on the webValidator Continuous
Listening Solution. Forrester's data was obtained directly from
within an iPerceptions customer who is a major online retailer of
consumer and enterprise electronics to analyze ROI, benefits and
costs.
Key findings included in the Forrester Consulting TEI(TM)
study:
-- ROI: ROI for the iPerceptions customer studied is at least 222%, with
the potential to be higher if all benefits accruing to the product could be
precisely attributed to its deployment.
-- Benefits: The chief benefit that is directly attributable to the
webValidator Continuous Listening Solution is a reduction in
customer/prospect calls to the support center as eService has been
improved.
-- Forrester found that this iPerceptions client avoided several million
dollars in call center support costs as improvements in the company's
eSupport capabilities resulted in migration of calls to Web-based self
service.
The customer believes that an indeterminate yet very significant
increase in sales and gross profit was achieved as a result of
executing customer-facing Web improvements that were indicated by
webValidator intelligence.
The webValidator was also instrumental in enabling the
organization described in this case study to affect change in
culture toward more customer centricity as decision-makers adopted
a common framework and a set of standard metrics for measuring
customer perceptions worldwide on the company's many
language/country Web sites.
"The webValidator Continuous Listening Solution provides some of
the world's leading companies with tactical and strategic Voice of
Customer data," said Jonathan Levitt, Vice President of Marketing
at iPerceptions. "This TEI study validates what we've heard over
and over from our clients -- committing to the Voice of the
Customer has a direct impact on the bottom line," Mr. Levitt
said.
To read the full version of The Total Economic Impact(TM) of
iPerceptions webValidator Continuous Listening Solution, please
visit:
http://www.iperceptions.com/en/resource-center/case-studies
About the iPSI and the webValidator Continuous Listening
Solution:
The iPerceptions Satisfaction Index (iPSI) is derived from
satisfaction and experience data obtained from over four million
actual visitors, on over 700 projects for Fortune 2000 websites,
across ten verticals and contains over 60 million data points. It
is the only index of its kind and is quickly becoming the standard
for measuring online customer satisfaction. The webValidator
Continuous Listening solution captures the voice of actual online
customers in the context of an actual website visit helping
companies learn more about their customers with satisfaction
metrics and voice of customer analytics that quickly turn learning
into customer led decision-support. Using a perceptual framework to
evaluate key elements of the visitor experience as well as
predictive algorithms and modeling to identify those attributes
that drive satisfaction, the resulting iPerceptions Satisfaction
Index (iPSI) helps companies obtain a clear understanding of the
key issues impacting satisfaction: intent, task completion and
customer loyalty.
About iPerceptions:
iPerceptions is one of North America's leading web-focused Voice
of Customer Analytics providers. Its webValidator Continuous
Listening solution and Proprietary iPerceptions Satisfaction Index
(iPSI) turn thousands of data points into easy-to-understand
strategic and tactical decision support for website marketers.
iPerceptions' clients include such well known brands as
InterContinental Hotels, General Motors, Dell Computers, Hyundai,
LG Electronics, Toshiba, Choice Hotels International, BMW and
Monster Worldwide. iPerceptions has offices in New York, Toronto,
Montreal and London, UK.
The TSX Venture Exchange does not accept responsibility for the
adequacy or accuracy of this press release.
Media information: Jonathan Levitt Vice President Marketing
iPerceptions Inc. Tel: 514-488-3600 Fax: 514-484-2600 Investor
information: Jerry Tarasofsky Chief Executive Officer iPerceptions
Inc. Tel: 514-488-3600 Fax: 514-484-2600 Martin Faucher Chief
Financial Officer iPerceptions Inc. Tel : 514-488-3600 Fax:
514-484-2600
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