• listening technologies
• structuring feedback
• actionable data

Listening Technologies

At the very least, you need to listen to your customers. But how should you collect that feedback and organize the data? And what should you do once you have?

OpinionLab is known as the enterprise customer-feedback solution because we’re experts at helping clients answer these questions.

We revolutionized the voice-of-customer (VOC) industry by replacing traditional market-research methods with

• Streaming, open-ended consumer feedback from all touch points
• Real-time analysis of quantitative and qualitative data

The opt-in, open-field comment cards behind our [+] symbol generate invaluable business intelligence. And our robust back-end system structures that data in a way that reveals important patterns and trends.

It’s a modern approach to market research: engage with customers at anytime, wherever they are, about their chosen issues.

Customer Sentiment

The feedback we gather consistently falls into 2 categories:

• Input about the web page, advertisement , or other touch point customers are interacting with
• Feedback about products, services, stores, marketing, or competitors: pure, open-ended business intelligence

Many customers will use the [+] symbol as a quick, convenient way to tell you what they think of your brand, from “Your competitor provides better customer service,” to “Your new label looks like all the others; I can’t find your product at the grocery store.”

Our reporting tools structure that customer sentiment, present it visually, and show how it’s changing from month to month.

Insights Gained

OpinionLab clients use our solutions to

• Understand customer needs
• Enhance marketing and communications
• Identify opportunities to expand products or services
• Measure the impact of initiatives and offerings
• Improve customer experience

In the process, they build goodwill and brand equity, shrinking the emotional distance between their customers and their brand.