Online Research | WebIQ applications

Online research for site intelligence

WebIQ is a highly flexible, customisable technology that is adapted to achieve each client's unique e-business research objectives. Working closely with you, our specialists develop custom online research "projects" delivered using this technology. There is minimal impact to your IT department; they simply add a link to your web site that launches an invitation to participate in the project. Participation is always optional; site visitors must agree to participate. For a brief description of the most popular types of WebIQ projects (applications) use the links below:

e-Mission Scorecard
Targeted site research
Task based single site
Task based competitive analysis

e-Mission Scorecard

This type of WebIQ service, typically implemented within a few days, includes a standard set of project questions designed to measure key site visitor attitudes.

The e-Mission scorecard gathers data on:

• Who is coming to the site?
• What drove them there?
• Why they are visiting?

At the end of each visit we collect:

• How successful they were in their mission?
• Their likelihood of returning to the site
• An overall site satisfaction rating
• Suggestions for site improvement
• Whether the site improved their view of your brand

Visitor responses are available for your review as soon as they start opting in and responding.

After we analyse the data you will be provided with knowledge about:

• Lost revenue per day 
• Which types of visitors are most successful?
• Exactly why visitors are dissatisfied 
• Where they go after leaving your site?

The e-Mission Scorecard is the first step to take in Measuring What Really Matters (see Forrester report by the same name).

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Targeted site research

The most valuable feedback a site can capture is from actual visitors while they are engaged in pursuing their objectives in coming to a site. This is true "contextual" research, and WebIQ can generate questions triggered by any combination of demographic, navigational, behavioural, or content conditions. This allows for greater granularity in the research, saving time and effort during later analysis, and leading to higher quality and value.

• Abandonment (of shopping basket or registrations) 
• Ineffectiveness of search functionality 
• Site sponsorship effectiveness 
• Negative brand impact 
• Falling site satisfaction 

WebIQ's great advantage over most other survey technologies lies in its ability to collect feedback anywhere and at anytime within a visit without the IT department having to install code in every page or install server filters to tag every piece of content.

View a storyboard/presentation:
WebIQ PowerPoint presentation (file size 2MB)

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Online Customer Experience Management

Usability research projects

Online usability research prevents costly re-design rework and offers site developers and owners the ability to gather feedback from a large, diverse, dispersed user population in a short time. The Usability Company offers custom panel management so you are assured of feedback from the most qualified population - existing customers or prospects.

WebIQ captures: 

• Click stream data (down to actual cursor movement, if requested)
• Objective (as well as subjective) task completion criteria
• Custom events (a specific destination, pathway, decision, or combination)
• Quantitative and qualitative feedback

The Usability Company’s online usability service includes expert analysis and recommendations, not just access to the raw data.

Competitive research projects

Our competitive research uses the same technology as usability research projects in presenting participants with tasks to perform. The participant performs the task and then rates the experience and responds to specific questions. The participant is directed to a competitive site, performs a similar task, and then rates that experience. The final series of questions compares the experience on each site. A competitive research project can include up to 4 sites.

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