Evaluation of customers' experiences

The growing involvement of businesses in Customer Experience activities makes the need to measure and compare the effectiveness of implemented strategies becomes crucial. Want to make changes in the offer / products or services /, build a new website or online store? First, ask your users about their opinions. Opinions of loyal consumers may indicate the solution or allow to look at the problem more closely.

The quickest way to know customers' needs and to increase the sales is to listen to the customers' opinions and suggestions, and to meet their needs. Satisfaction has a key impact on perception of your brand, and meeting the expectations, together with provision of high quality services, guarantee retention of current customers for longer and attracting the new ones, which directly translates into increased revenues. Consumer experience surveys will help you understand what they like and what not, and will help you identify critical points that adversely affect the sales.

Customers' growing demands

For many organizations, growing demands of consumers are still a challenge, especially nowadays, in times of rapidly changing behavior and buying habits. Consumers' expectations are evolving in many points of contact with the brand (consumer journey), both offline (traditional selling) and online (selling via the Internet), hence – from customers' point of vie – a uniform and consistent quality of service through all channels has been becoming more important for increasingly demanding consumers. Increase in the number of mobile customers, however, makes it necessary to implement the surveys and solutions designed directly for the group of mobile users.

Satisfaction measurement surveys offered by opiniac.com allow to know customers' needs and habits. Our surveys enable discovering the reasons for which the website's users or customers are satisfied, as well as identification of the issues that made them did not use your services or will not use them again in the future. Knowing the areas for improvement will allow you to increase customers' satisfaction, which will have direct influence upon their loyalty, retention, and finally, on sales increase.

Know customers' expectations with opiniac.com tools

opiniac.com surveys are tailored to your needs, as well as to the specifics of your customers and the industry in which you operate. Our surveys will prove to be effective both for the websites  operating e-commerce and for those earning on advertising. Our unique technology allows  collection of to-date opinions and comments of web surfers without major inconvenience, on a voluntary basis, and the data collected can be seen in administrative panel accessible at anytime. Survey results can also be freely filtered by defined criteria, making it possible to identify significant correlations and relationships that have a significant impact on sales.

We also offer full analytical support, with regularly drawn up survey summaries supplemented with professional recommendations, and we compare the results of NPS surveys(Net Promoter Score - recommendation indicator) [link to the pages with the NPS descriptions] with the average results in the industry, so you know the position of your brand better than the competition does. Moreover, the scope of information collected through our surveys concerns not only qualitative and quantitative data collected using the questionnaires but also those relating to the devices used by customers (such as browser version, operating system, screen resolution), including  a predefined segmentation of respondents (eg. the identification of the customer logged in a service).

Additionally, opiniac.com platform allows you to adjust displaying the surveys to different situations: from declarative version (activated by  clicking a pictogram placed on a website), to the event-activated versions, designed to examine the reasons for leaving the website or abandoning purchasing process. They may also be sent to customers after purchasing, both in the form of a ready-to-scan code attached to the consignment and in the form of an electronically delivered link. You can read more about our tools here.

    • Understanding the reasons for leaving the website.

      Observation of users' behaviour is possible through a multitude of various statistics that are a treasure trove of knowledge for every website owner. Data collected in service statistics illustrate behaviour of particular users, regarding, among other things, the following aspects: how long the users stayed on a particular page, where they came to the website from, what pages they visited, and which of them was a page from which they left the website.

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      Multidimensional survey for the Clients

      Basic survey offered by opiniac.com platform allows for collection of declarative ratings and reviews from users on the websites. The survey is embedded on Customer's website and presented, as standard, in the lower right corner of the page, in the form of a opiniac.com pictogram + text inviting to participate in the survey.

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      Understanding the causes of cart drop-off and abandonment of purchasing process

      The main goal of any e-commerce website is making the users easily go through the purchasing process, from their needs and interests, to familiarizing them with the product and purchase, to the confirmation of transaction completion and the information about goods delivery date.

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      Precise survey on website users' loyalty

      The main objective of the NPS [ang. Net Promoter Score] is measurement of customers' loyalty. In other words, the NPS examines whether a customer/user will recommend your business/website to his/her friend.

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      The survey placed within the website content.

      opiniac.insert is a survey placed within the content of analyzed website. The method of placing allows to measure loyalty, evaluation of the offer, brand or other elements placed above the survey. Using the suited questions, through the opiniac.insert survey appearing on the website, the indications on the following issues may be obtained:

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      Survey on mailing attractiveness /dedicated questions to the recipients.

      To obtain users' opinions about correspondence received from the website, it is worth using not only the available statistical tools to measure the effectiveness of the carried out promotional campaign. Also the opiniac.email survey should be used, which will enable knowing users' opinions on the correspondence content.

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      Free testing of opiniac.com platform.

      Free trial version is available for 1 month. With it, the complete functionality of the system may be used but limited to the basic questionnaire – with a set of questions based on the most common problems or issues relating to websites' users.

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      Segmentation of the survey among website visitors

      The survey consists in displaying the questionnaire or invitation to participate in the survey to a predefined group of website users. That group may be defined on the basis of selected criteria, e.g. specific behavior on the website, visiting selected pages, or it may include all new users visiting the website.

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    +48 503 480 656

  • Support and Surveys

    +48 661 627 620

  • Address for correspondence

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    54-135 Wrocław, Poland

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