Once companies get past the initial checkmark of implementing a VOC program, the focus naturally turns to the tactical enhancements that help drive response rates and sampling accuracy. In the end, both these goals drive towards the larger goal of actionability of VOC data.
iPerceptions brings a two pronged, next level approach to improving both rate and balance of feedback responses. Their approach is highly tactical:
Active feedback invitations
The switch from passive feedback forms or buttons on the website to randomly delivered active invitations that have some customization creates more engagement and by extension higher response rates.
Avoiding the trap of segment skewed behaviour, the iPerceptions solution uses a random delivery methodology to ensure a more balanced sampling of the overall user base.
Their client, DAA, was able to immediately extract more actionable feedback data — in particular identifying specific segments which were being ‘underserved’ by the website.