• diagnostics
• alerts and monitors
• tracking and benchmarking
• instant user support
• integration

Diagnostics

Our proprietary reports are evaluative, diagnostic, and easily customized. Back-end toolkits help clients quickly gain an overview of voice-of-customer (VOC) data, then drill down to examine specific problems and opportunities.

In addition to open-ended comments, OpinionLab gathers ratings in 3 key areas:

• Content
• Design
• Usability

Once a customer submits feedback, our system collects essential contextual data, including custom variables, such as frequent-flyer numbers, and standard measures like

• Browser
• Operating system
• Screen resolution
• Referring page
• Time on page

All this is added to a suite of reports that are visually intuitive and easy to navigate, enabling clients to diagnose problems in real time, then drill down to the granular detail that supports fast solutions.

Reports

Our dynamic reporting tools provide clients with both site-wide and page-specific analytics. So you can view data in a way that either informs long-term strategies or supports page-based troubleshooting and rapid iterative design. All without increasing resources.

24/7 Metric

This site-wide diagnostic quickly indicates the best- and worst-performing sections of a website and allows clients to drill down to address issues with certain pages, read actual comments, and break down feedback by specific metrics or contextual data points.

Dashboard

This report provides real-time access to ratings and comments from any web page, enabling clients to monitor usability, tweak designs, and track success of new iterations.

O-Trend

This highly detailed, monthly report maps user experience over a period of time. Many clients consider this report their most valuable VOC-tracking resource.