What do you like best?
Satisfaction Scores, Open-Ends and Priority Map. Satisfaction scores broken down by elements and impact help in gauging site performance by usability. Open-Ends provide direct customer feedback by average satisfaction scores. Priority Map enables comparison of impact with satisfaction scores, that in turn assists in evaluating which site elements are priority to maintain or improve vs. status quo vs. monitor vs. high priority. Customer passed parameters allow quick integration of web analytics data with survey satisfaction data. Session Replay videos track click stream activity of customers who opted to get surveyed. ACIS methodology that tracks impact of customer satisfaction on future behaviors, is handy in making actionable decisions to improve business.
What do you dislike?
Dependence on web response rate, which is difficult to increase as customers percieve survey to be an obstruction to their online user experience. Length of a questionnaire is a challenge to manage - if it's too long, response rate goes down; if it's too short survey data collected may not be actionable enough. Most new questions are considered a new measurement, that results in additional cost.
Recommendations to others considering the product
Be prepared to work with varying sample size of survey data. It can be improved to some extent if implemented in a manner so survey questionnaire seamlessly integrates with website user experience. This tool will generate higher value if used in conjuction with another web analytics tool. Understanding your business goals and kpis, are fundamental to it's success.
What business problems are you solving with the product? What benefits have you realized?
Improving user experience and customer satisfaction to increase conversion rate and reduce cart abandonment. Due to high adoption of this easy-to-use tool, every section of ecommerce team could measure its performance and react accordingly to make fixes in site design, content and search. Customer passed parameters allowed comparison of web traffic and conversion metrics with customer satisfaction, which helped in understanding what specific usability factors led to drop in product conversion rates or increase in shopping cart abandonment.