iPerceptions Comment Cards are personalized to have the same look and feel as a company's brand and give website visitors the opportunity to offer suggestions, explain dislikes or give praise about any issue -- using their own words. Website visitors are asked to identify the nature of their feedback up-front, which enables companies to segment the comments by type in order to isolate specific issues, get advice, or see what they're doing right.
Comments are analyzed using an interactive dashboard, which includes one-click concept qualification of the open-ended feedback. The results can be displayed on a score card or trended over time, either by page, section or site-wide. Additional segmenting variables include number of respondents, referral ratings, Net Promoter scores, and comment types (dislikes, suggestions, likes).
Companies can immediately take action on feedback by using the email option, which provides the ability to respond to individual customers and address issues directly. The system includes a CRM Inbox to manage feeback and communication with individual customers.