OpinionLab Expands Mobile Voice-of-Customer Feedback Technologies

HIGHLAND PARK, Ill., April 13 /PRNewswire/ -- OpinionLab, the pioneer and leader in voice-of-customer (VOC) listening technologies, today announced the further expansion of its mobile customer-feedback tools to better address the growing need for companies to engage with consumers at anytime, across all channels.  OpinionLab now offers three methods for integrating their intuitive, opt-in feedback solution into mobile websites or apps and is partnering with Usablenet to expand mobile device support. Usablenet has unmatched experience and expertise in creating a seamless mobile experience across multiple, disparate devices, browsers, formats, and technologies regardless of the mobile site content and functionality.

The move represents an important innovation in the company's comment-collection methodology, which was originally patented for Web sites and has since expanded to include feedback collection from all digital and traditional touch points.

"With mobile quickly becoming the 'first screen' for accessing the Internet, consumers are readily using mobile devices to voice their opinions through reviews, social media, and other mobile-ready platforms," said Rand Nickerson, CEO of OpinionLab.  "By capturing customer feedback from mobile touch points, companies encourage consumers to engage with their brands directly, improving goodwill and often eliminating customers' need to address grievances in an open forum."

OpinionLab offers a variety of self-serve solutions for mobile devices, including mobile-optimized comment cards, VOC collection for mobile websites, and an iPhone SDK that enables app developers to easily integrate feedback collection into mobile applications.

"Capturing VOC from mobile touch points presents a new set of challenges for brands as many customer-satisfaction measurement tools don't translate well to a mobile environment," added Rand Nickerson.  "Fortunately, by virtue of its simple, opt-in design, our digital comment-card methodology extends quite naturally to the mobile world. It's a win for consumers and brands alike."

OpinionLab mobile implementations mimic the proven feedback-collection methodology behind the familiar [+] symbol: digital comment cards already clicked on by millions of website users worldwide each month. VOC data flows into the same enterprise reporting suite that hundreds of the world's top brands rely on for real-time feedback collection, interpretation, distribution, and management.

"Brands have recognized the need to extend their Web sites and feedback to their customers' smartphones," said Nick Taylor, President at Usablenet. "We believe that by making their site compatible with all phones via Usablenet Mobile and allowing on-the-go customers to provide feedback with OpinionLab's digital comment card, OpinionLab will encourage a much improved customer experience."

With a ten year track record of success, OpinionLab is the proven leader and innovator in VOC listening technologies. Its [+] symbol is a gateway to the patented, proven feedback methodology currently adopted by hundreds of the world's leading brands, implemented on more than 6,500 Web sites worldwide, and used by millions of consumers each month.  

OpinionLab's suite of enterprise VOC solutions delivers customer feedback collection across all customer touch points to support business intelligence, brand management, and customer-experience optimization.  

About OpinionLab

Based in Highland Park, IL, OpinionLab is the pioneer and leader in real-time voice-of-customer (VOC) listening technologies. The patented, proven methodology behind this page-specific, opt-in customer-feedback system helps many of the world's top brands collect, manage, and leverage input from engaged consumers. By inviting customers to share insight in their own words, at anytime, from anywhere, OpinionLab harnesses the collective intelligence of consumer voices, interprets that information, and provides the tools to make VOC data actionable. Consumers in 50 countries click on the familiar [+] symbol more than 7 million times each month. For more information, visit www.opinionlab.com.

SOURCE OpinionLab