JUST EAT chooses innovative voice of customer feedback solution for the insights to deliver a superior customer experience
Chicago, Illinois — October 21, 2013 — OpinionLab, the pioneer and global leader in Omnichannel Voice of Customer (VoC) feedback solutions, today announced that JUST EAT, the world’s leading takeaway ordering network, has selected OpinionLab to improve its customer experience with precise insight into what its customers want and need. Through OpinionLab, JUST EAT can harness the power of customer feedback at all brand touchpoints and gain actionable insight into how to deliver the best experience to consumers wherever they engage and shop. OpinionLab’s patented listening solutions allow JUST EAT to systematically interpret customer feedback across all pages of Just-Eat.co.uk. JUST EAT currently utilizes OpinionLab’s Opt-in feedback to gauge user satisfaction and collect real-time feedback. OpinionLab feedback allows JUST EAT to monitor and optimize the customer experience in real-time and has helped it to identify and resolve any possible customer pain points quickly and easily. Location-specific, context-rich insight can also be fed across the organization, from managers through executives, for the greatest impact from the voice of the customer.
“OpinionLab has acted as a frontline quality control tool for our JUST EAT website,” said Joseph Cohen, a User Researcher at JUST EAT. “We selected OpinionLab to get the pulse of our customer at various stages of their journey through our website. It’s extremely important for us to have insight into the features our customers want, what they’re using regularly and where they encounter complications.”
“We are very excited that JUST EAT partnered with us to develop a state-of-the-art Voice of Customer program to help capture opinions and feedback from its customers,” said Jonathan Levitt, CMO at OpinionLab. “At OpinionLab, we’re always focused on creating the most innovative products in VoC, and we look forward to working alongside JUST EAT to expand its omnichannel VoC footprint across its global network.”
JUST EAT plans to expand its VoC program and OpinionLab implementation from the UK to five more of its 13-country footprint. There are also plans to span its VoC program beyond the web, into mobile and apps.
OpinionLab brings over a decade of client success to its work with JUST EAT. OpinionLab’s proven state-of-the art VoC solution is used by hundreds of global brands and half of the Fortune 50. The company collects and interprets over ten million location-specific comments every month in 32 languages and over 200 countries around the globe.
Recently named as one of Inc. Magazine’s fastest growing private companies in the United States, OpinionLab continually innovates new capabilities and functionality to keep pace with changing consumer behavior. The company holds 15 patents on major VoC advancements and has a number of patents pending in the areas of mobile feedback, advertising feedback and social media analytics.
OpinionLab is the pioneer and global leader in omnichannel Voice of Customer (VoC) feedback innovation with over a decade of success and a dozen patents on major VoC advancements. Starting with the familiar [+] feedback symbol, the company¹s end-to-end solution suite allows clients to improve the omnichannel experience with precise, real-time intelligence into what customers want and need. Global leaders choose OpinionLab for actionable VoC insight across web, mobile, store and product touchpoints. Recently recognized by Inc. Magazine as one of the fastest growing companies in America, OpinionLab is proud to service over half of the Fortune 50, including Walmart, Bank of America, and Ford Motor Company. For more information, visit OpinionLab online, read the blog or follow Voice of Customer on Twitter.
About the JUST EAT Group
JUST EAT (@JustEatNews), launched in Denmark in 2001, is based in London and is now active in 13 countries around the globe. JUST EAT is currently generating nearly £700m in revenue per year for the restaurant industry, has received more than 70m orders since the site launched, and has over 2m Facebook fans around the world. There are currently over 38,000 takeaway restaurants signed up to JUST EAT’s site, which uses proprietary technology to offer an efficient on-line ordering service. JUST EAT was ranked number 31 in the Sunday Times 2012 Tech Track 100, winning the Best Brand Award, and has won multiple marketing awards including a 2013 SABRE award for Best Guerrilla Marketing.
Erica Cenci for OpinionLab
Brady Public Relations