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press releases

OpinionLab frequently releases news about our recent VoC breakthroughs, product and service advancements, company news, and client successes. Click a title below to view the entire entry.

New Study: Consumers Overwhelmingly Reject In-Store Tracking by Retailers

March 28th, 2014

OpinionLab research finds that 8 out of 10 shoppers do not want stores to track their movements via smartphone. Data security (68.5%) and spying (67%) are top concerns cited by consumers around cellphone tracking in stores. Nearly half (43%) of shoppers are less likely to shop at a favorite retailer if the brand implements a tracking program.

Chicago, Illinois, March 27, 2014 —New technologies now allow retailers to use cellphone signals to track shoppers as they move around the store. The practice is controversial – last month, the Federal Trade Commission hosted a conference on the privacy implications of mobile device tracking in stores and other public places – but it is increasingly widespread.

OpinionLab, the pioneer and global leader in Omnichannel Voice of Customer (VoC) feedback solutions, today released a new study to illuminate consumer sentiment around these new tracking practices. The study finds that consumers overwhelmingly do not want to be tracked via cellphone without explicit consent – and they expect to receive something concrete, such as a discount or free product, in return for their participation. The bottom line is trust: consumers report that they do not trust retailers to keep their data private and secure and they don’t trust that brands will use data to benefit shoppers (versus their own business). read more…

opinionlab customer opinion index finds digital experiences continue to fall short of consumer expectations

February 10th, 2014

Despite unprecedented digital innovation, consumer sentiment sinks in last months of 2013

Chicago, Illinois, February 10, 2014 — OpinionLab, the pioneer and global leader in Omnichannel Voice of Customer (VoC) feedback solutions, today released the findings of its newest Customer Opinion Index (COI) Report. The report shows that customer experience and satisfaction scores fell in nearly all key industries in the last months of 2013. In particular, online-only and omnichannel retail saw customer sentiment slip during the holiday shopping season. The holiday experience also fell flat for travelers as COI scores for travel and airlines dropped during the busy December season. read more…

OpinionLab partners with IBM to make it faster, easier for brands to harness customer feedback across any device

January 14th, 2014

OpinionLab Customer Feedback App for IBM Commerce Composer for WebSphere Commerce unveiled at NRF Big Show, retail’s premier industry event.

New York, NY, January 14, 2014 OpinionLab, the pioneer and global leader in omnichannel Voice of Customer (VoC) feedback, has expanded its relationship with IBM to allow retailers to more quickly and easily collect and act on real-time customer feedback – and gain a more complete picture of the shopping experience across any device or channel.

As part of the expanded relationship, the company has teamed up with IBM to unveil the new OpinionLab Customer Feedback App at the National Retail Federation’s Big Show on January 12-15, 2014 in New York City. The new responsive design solution leverages OpinionLab’s patented VoC collection and analysis to allow current OpinionLab and IBM WebSphere Commerce retail users to easily collect real-time customer feedback across any device. Users are able to seamlessly implement the new app on IBM Commerce Composer, a new storefront curation tool within the IBM WebSphere Commerce solution. read more…

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