White Papers

The Future of Voice of Customer

The Integrated Listening Platform by Adam Greco, Web Analytics Demystified, Inc.
This document outlines the ways consumers’ interactions with brands and their websites have, in recent years, drastically changed. In the time since Voice of Customer became a more widely accepted way for brands to speak directly with their customers, companies have been gaining valuable insights from feedback spanning the full positive to negative range. As the marketplace matures, so too does the need for Voice of Customer listening platforms to evolve.

The Mobile Measurement Framework

This white paper addresses the challenges of mobile measurement and proposes a new set of measures that transcends devices, platforms, and channels. This new framework introduces for the first time ubiquitous measures of success across the entire digital landscape.

VOC Best Practices: Benchmarking Top Sites

OpinionLab audited the 60 most heavily trafficked websites in the US and observed, recorded, and benchmarked each against the best practices for capturing VOC feedback.

Website Satisfaction Measures

Finding it difficult to move the customer-satisfaction needle on your website? Site-wide diagnostic tools are interesting, but in order to pinpoint problem areas and iterate in real time based on voice of customer data, you need page-specific, open-text feedback.