Question

Topic: E-Marketing

Lost Cost Website Customer Satistisfaction Tool?

Posted by Anonymous on 8/7/2009 at 11:16 PM ET 500 Points
I am currently starting to look for an website customer satisfaction tool that can be applied to my website. At a minimum, the tool would collect user feedback on the website in general, ideally at the individual page level.

I came across a tool called Kampyle (www.kampyle.com) that looks interesting, starts at free for one page, at $249 per month adds linkage to Google Analytics. We are using Google Analytics for both site stats and e-commerce monitoring, so linking the traffic to feedback is very attractive.

Our current site is about 700 pages total. Most of them are product pages, there are probably about 40-50 pages max that I would be most concerned about receiving and monitoring feedback that would be used on an ongoing basis to adjust site content and structure. Getting feedback on individual product pages would be a nice bonus, but I may not be able to fund that if the feedback tool pricing is based on pages monitored.

Note also an element I am concerned about is implementation. I have a development firm that works on and hosts my website. Personally I have done a lot of HTML coding, and I can add content to the body of the pages, but cannot easily add an scripts on my own to the individual pages because they are controlled by the development company. If code needs to be incorporated into the site, I would likely have a development charge, so ease of implementation is a factor in my total cost to implement.

Looking for input on best tools you have found based on function, usefulness of reporting, implementation, support and pricing.
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RESPONSES

  • Posted by Gary Bloomer on 8/8/2009 at 11:53 PM Member
    Dear stlubahn,

    Your question's a tough one but its importance emphasizes the importance of turning satisfied customers into loyal customers.

    I hope the follow resources are helpful.

    https://updates.zdnet.com/tags/Customer+Satisfaction.html
    www.empathica.com
    www.crmbuyer.com
    www.business-software.com
    www.infusionsoft.com
    https://www.smallbizcrm.com/top-crm-software.html
    www.crmtrends.com

    Gary Bloomer
    Wilmington, DE, USA
  • Posted by Jay Hamilton-Roth on 8/9/2009 at 9:32 AM Accepted
    What are you goals for a feedback form? Let's say that you can add the necessary code to your specific web pages and that the user sees the opportunity to comment on your products or your website. But why would they? If they have a question, they can presumably already call or email you. Why would they choose to (anonymously) post a comment? There's good value to add a rating system to your website about your products, but only if you have sufficient traffic otherwise it'll be a feature that no one will use or trust.
  • Posted by Gary Bloomer on 8/9/2009 at 11:05 AM Accepted
    Dear stlubahn,

    Another thing you can do is use your applications to collect other names as referrals. You can do this by offering discounts, cuts in shipping, or incentives to satisfied customers.

    The tactic of "Enjoyed your shopping experience with us? Tell two friends (enter their details here) and we'll send you AC and C as a thank you!" works because it involves the customer, it rewards them, and there's an element of participation. And if you can add the benefit of them receiving a discount when the people they've signed up make a purchase, you create an affiliate system that induces even greater loyalty.

    I hope this helps.

    Gary Bloomer
    Wilmington, DE, USA
  • Posted by Clive Fernandes on 8/11/2009 at 11:53 PM Member
    Dear Steve,

    I believe you should concentrate your resources more on monitoring what your customers do rather than what they say. I assume you already have a feedback form on your site which your customers can use for specific feedback, so that should be enough.

    The question is to ask yourself is, are you are making the best possible use of the existing data available to you ( via analytics/conversions stats, etc) before vying to get more data into the pipeline.

    Not really answered your question here, but I felt it might be useful to you to approach this from a different perspective.

    Hope this helps.

    Best Regards,
    Clive Fernandes
    Clive Fernandes Consulting
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