February 2 , 2010

Web satisfaction scores not trending up?
Visitor Insights shows you why not

Keynote Systems the global leader in on-demand mobile and Internet test and measurement solutions for continuously improving the online experience, has announced Keynote Visitor Insights, a new cost-effective on-demand service for real-time monitoring of Web site visitor feedback and interactions. Visitor Insights introduces a ground-breaking combination of features to the voice of the customer and feedback management market -- with an integrated application for collecting visitor attitudes as well as behaviors – allowing marketing departments to efficiently communicate customer feedback, with the technical details needed to make rapid improvements.

In today’s economy it is imperative for Web business units to maximize customer satisfaction and drive revenue. However,Web teams are awash in data and scores measuring satisfaction without providing insight. Keynote Systems today introduced Visitor Insights, a Software-as-a-Service (SaaS) product that collects customer feedback and behavior then delivers business intelligence that can be readily used by marketing and site development teams.

“There is a wealth of customer satisfaction tools available that focus on measuring relationships and visitor attitudes. Analytics tools capture transactions and visitor behavior. Only Keynote Visitor Insights marries the two by simultaneously capturing an individual visitor's demographics, attitudes and online behavior, providing insight on how one affects the other and how the relationship changes during the transaction.  Discover not only where visitors abandon, but why,” says Don Aoki, senior vice president of professional services at Keynote.

Keynote Visitor Insights requires no site instrumentation, and visitors are presented with a courteous invitation to participate. All data is securely hosted and available through a reporting portal. Additionally, research analyst support is included to aid in set-up, and to compile monthly insight reports specific to your needs.

With Keynote Visitor Insights, Web site visitors voluntarily participate, provide feedback, answer questions and offer opinions while their navigation choices are automatically associated to these responses. Feedback plus analytics creates actionable reports that are delivered to clients and accessible through the tool. In addition to a powerful secure online portal, Keynote Visitor Insights delivers timely reports of key customer metrics that can be shared across the organization. No pasting, no exporting, just straight analysis of the most pressing details on opinions and behavior that can be immediately shared.

 “The combination of reported and actual user behavior, automated correlations and comment filtering, tracked and reported in real-time, provides invaluable insight as to how visitors interact with my sites,” said Sophie-Kim Chapman, the acting digital marketing manager for Sony Ericsson. “Always-on access to Keynote Visitor Insights results makes it easy to refer to details in discussion with internal stakeholders about how best to optimize our Web performance against important business goals.”

Additional product information

In addition to the solicited responses, and spontaneous feedback, Keynote Visitor Insights collects the navigational behavior metrics of your participants, much like the data in a Web analytics package. This combination of information leads to rich reporting of drop off, task completion and intent to buy reporting available through an online portal. Overall the reports deliver detailed information on what, where, and why visitors make their choices.

Distinct to Visitor Insights is the included support from a Keynote customer experience analyst who not only aids in the proper set-up of the tool, but assists in generating tailored monthly insight reports specific to each company. The online portal and monthly deliverables provide both point-in-time and trending details that allow managers to pinpoint how product and feature changes are perceived by visitors , and to make adjustments to solve a problem, or take advantage of an opportunity. The reports incorporate navigational analytics and real user commentary together, keeping Web, marketing and product teams ‘on the same page at the same time,’ so that decisions can be made swiftly and surely.