At last, I can reveal what iPerceptions has been working on recently (note: since I sold WASP to iPerceptions, I'm on their product advisory council). Today at eMetrics, CEO Claude Guay announced enhanced features for the popular free 4Q Survey Voice of Customer.
What is 4Q you might ask? When it came out two years ago Avinash qualified it as the "greatest survey in the world".
With this integration, you will be able to combine web analytics clickstream data with 4Q voice of customer data points including:
- Purpose of Visit: why visitors came to a site,
- Task Completion: whether they were able to complete their tasks and
- Overall Satisfaction.
- Track satisfaction rates for specific segments
- Measure conversion rates against task completion rates to gain a better view of the conversion cycle.
- Compare satisfaction rates by time on site, pages visited, sections visited and geographic region.
- Examine time on site by task completion to distinguish between visitors struggling to find information and those positively engaged on the site.
My take
Of course I'm a bit biased, but I think this is amazingly good for our industry. At last, we can very easily merge voice of customer and web analytics data. We can see the What and the Why. In my Roadmap to online analytics workshop I always stress there are three fundamental things you need to check:- clickstream
- voice of customer
- performance monitoring
And it seems Google is pretty much in agreement on this since Brett Error just mentioned the benefits of iPerceptions data integration into Google Analytics as well as the focus on aync tags and the role of performance in Google Search results ranking.
Additional info: Google Analytics users get a new way to analyze voice of customer data by Internet Retailer.
Additional info: Google Analytics users get a new way to analyze voice of customer data by Internet Retailer.
Named one of the most influential industry contributors by the Digital Analytics Association. With over twenty years’ experience empowering organizations to analyze and optimize their online channels, Stéphane has cemented his position as a leading voice for online analytics and optimization.
7 comments:
I can definitely say that this update will be very beneficial to analysts. We built a very similar solution with full GA integration and customizable intentions a year ago. Having used it on many websites (eCommerce, membership sites, informational sites etc.) we know that there is immense value in combining attitudinal and behavioral data.
Intéressant de voir que TOUTE mes prédictions pour l'analyse web en 2009 ce sont finalement réalisés.
http://un-analyste-web.blogspot.com/2008/12/prdiction-2009-pour-google-analytic.html
Hello, a more technical question regarding this integration.
As I understand this integration requires setting up a new GA account and the use of the old (not asychnchronus) GA code.
On my website GA is running on the asychnronus code already.
What would be best practice for having both codes on the pages to avoid an interference? I thing it would be best to place the old code after the second part of the asynchronus code and right before the closing body tag. Right?
Would be great if you could shed some light on this matter. Regards Ana
Anonymous...: the recommended setup from 4Q is to use a dedicated account to avoid any impact on your existing GA account. However... if you know what you are doing, you could use an existing one and make sure the custom vars are not conflicting, make sure to use _setAllowLinker(true) and _setAllowHash(false) otherwise the tracking done in the 4Q popup will screw up your data.
Beyond that you need to know enough about GA calls or contact the 4Q team to get support.
Stéphane, Thank you so much for your prompt reply.
I really don't mean to abuse your readiness to help, my concerns are regarding the general setup. And as I didn't find any real helpful source to get an answer and you're not only competent, but also on 4Qs council, I thought ...
The setup as described by 4Q, using 2 GA accounts will (as I see it) cause an interference of the two GA scripts especially for the cross domain tracking - see e.g. Point 1 of http://www.lunametrics.com/blog/2009/02/26/pitfalls-tracking-multiple-accounts-ga/. This at least unless the 2 GA scripts are not using different domains / cookie-paths.
Also I don't understand why the old GA code has to be used. The asynchronus code can push commands to multiple trackers (http://code.google.com/intl/de-DE/apis/analytics/docs/tracking/asyncUsageGuide.html#MultipleCommands). All those people already using the new GA code might feel more comfortable when using the asynchronus code also for 4Q-integration.
Would be more than great if you would help (maybe not only) me a bit out of this. Regards Ana
Anonymous: this is a valid request and initially the integration wasn't done this way. I'll ask David Desrosiers at iPerceptions about further details. I'll also investigate on my side about the impacts of using 2 accounts. Personally, I would prefer to use just one account with async calls.
Stéphane, Thank you a lot. I'm looking much forward to any help. Cheers, Ana.
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