A new customer feedback service from web analytics specialist QuBit has been launched offering website operators live insight into issue users are experiencing.
Exit Feedback targets users leaving a site and invites them to provide feedback in a free text format.
QuBit claims the approach generates response rates between 30 and 100 times greater than non-targeted feedback tools.
Data can be analysed to allow retailers to identify the areas of concern based on customer sentiment and topic and track trending topics over time.
The system, which is already in use by Topshop and BHS parent Arcadia Group, the BBC, Blackberry and Duchamp is customisable according to brands’ requirements and available in a range of languages.
Graham Cooke, chief executive of QuBit, said: “There are a range of ways of capturing customer feedback online but what’s different about ours is that it is intelligently targeted.
“It recognises when someone is about to leave a site using a number of behavioural cues and then serves the feedback box at the optimal moment when propensity to feedback is highest, ensuring the maximum possible conversion rate.
“When you combine this with our proprietary processing and categorisation engine you create structured data from unstructured free text, giving you a massively powerful tool for understanding not just what customers are doing, but why they’re doing it.
“This data can then be combined with CRM or web analytics information to add a rich layer of customer understanding on top of dry numbers.”
Cooke will be talking in a Travolution session at our dedicated seminar theatre at next week’s Travel Technology show in London’s Earl’s Court exhibition centre.
The session, Analyse This, will take place on February 7 at 3pm on the first day of the two-day event. Register for free on the show’s website.