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iPerceptions Uses Advanced Text Analysis To Tap Into Proprietary Database Of Open-Ended Feedback From 28,000 Visitors To Automotive Web Sites


Finds web site visitors who are buying cars in the next 30 days have very different needs than other visitors

(New York, NY), June 28, 2005 – iPerceptions, a company that specializes in attitudinal research and customer satisfaction metrics, today released highlights of a unique analysis of customer feedback found in their 2004/2005 Aggregated Automotive Industry database – a knowledge base comprised of quantitative and qualitative feedback from 28,000 actual visitors to automotive web sites.

Using advanced text analysis to analyze feedback and comments from visitors to 18 branded automotive web sites in North America and Europe, iPerceptions’ analysts discovered:
1) Web site visitors who were “in-market” and purchasing vehicles within the next thirty days most wanted access to a dealer locator feature and more specific technical information on the new car they were planning to purchase.
2) Visitors with a purchase horizon of one to six months were most seeking features like payment calendars and interest rate calculators.
3) Those looking to make a purchase beyond the six-month time frame most wanted more information on future model innovations and more descriptive pictures.

In addition to studying feedback from iPerceptions’ proprietary industry databases, the company is now also using advanced-text analysis to analyze visitor feedback obtained from all of their client’s ongoing webValidator customer satisfaction solutions. The addition of advanced text analysis to iPerceptions’ suite of webValidator solutions gives their clients the ability to identify, in real-time and on a continuous basis, important issues and concerns as well as key changes in visitor attitudes and perceptions – something that was previously impossible to do given the large volume of text generated by comments from 28,000 site visitors.

“iPerceptions’ expertise in capturing user experience and customer satisfaction ratings coupled with advanced text analysis lays the foundation for an entirely new level of research,” says Duff Anderson, Vice President, Research & Development at iPerceptions. “Because we are now able to continuously listen to the voice of the customer, we can quantify and rank concerns and issues based on their open-ended feedback and immediately provide clients with warning flags when new issues appear on the horizon. Combining the emerging issues discovered by studying open ended visitor feedback with iPerceptions’ experience and satisfaction knowledge gives our clients a precise, quantifiable and real time picture of customer attitudes and opinions as they occur,” says Anderson.

About iPerceptions
iPerceptions captures the attitudes and perceptions of actual web site visitors within the context of their actual site visit to discover the issues that matter most. iPerceptions’ attitudinal analytics use proprietary predictive modeling to measure and evaluate independent elements of a user’s total web site experience to predict how various site attributes impact site satisfaction. The solutions deliver reliable decision-support, actionable information and industry best-practice benchmarks resulting in enhanced user loyalty, increased profits and a more solid web site ROI. iPerceptions’ clients include BMW, Crowne Plaza, GM, Reebok, Holiday Inn, Nasdaq, Wells Fargo, L’Oreal, IBM, Saab, Land Rover, Radisson and DaimlerChrysler. iPerceptions is based in New York with sales offices in Chicago, Toronto, Montreal and London, England.


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