Mopinion has added a new feature to couple website data, such as customer profiles and other visitor data, with user feedback. This new feature equips Mopinion users with deeper insights into how certain online visitors or customers (based on demographics, interests, location, etc.) experience their website or mobile app. With these insights, users can personalise and optimise the online customer journey for their customers, while simultaneously increasing customer satisfaction and loyalty.
The website data feature was added in response to the high demand from our clients to incorporate additional website metadata into feedback forms. But why is the feature itself so important? Combining a cookie ID or data stored in the Google Data Layer (e.g. client or segmentation data, product information, etc.) with feedback can provide a lot of insight into how a particular persona or customer segment experiences your website or the online journey.
And from an analysis point of view, using intuitive dashboards during feedback analysis will bring immediate attention to important trends as well as help to compare individual journeys. With personalisation, users can even cross-tab user feedback with customer profiles. For example, users can compare low scores from a particular visitor group to gauge why they’re scoring so low. Alternatively, users can investigate the differences in bugs reported by both regular visitors or customers and new visitors.
If you want to learn more about personalisation and enriching user feedback with customer data, check out this blog post.
How to add website data to your feedback forms
Image: Here you can select a data variable for your website data
Image: Feedback form with Net Promoter Score and website data combined.
The data is then automatically picked up or registered from the page and sent to your Mopinion dashboard together with the feedback the visitor has submitted.
Note: this metadata is available in real-time, meaning it can be visualised in your dashboards immediately
A deeper understanding of your customer base
Digital marketers and analysts are becoming more and more tactical in how they engage and interact with their online customers so why shouldn’t you? After all, the more personalised the experience, the happier the customer!
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