FieldNote: If the “Voice of the Customer” is on your dance card this year . . .

I recently stumbled across a blog describing data from the Usabilla service that gathers real time feedback from site visitors (OK, it launched in Feb 2014, so I’m a little behind the curve here).

The kinds of insights you can glean from the data it provides looks to be pretty impressive. It could be used as a great real time barometer to track pre- and post-launch impacts. A way to mark why visitors are on the site — perfect for the development of roles and personas. To measure your visitors’ “emotional” states — like how cranky they are after they use your support site (Kevlar body suit is optional).

All in all, an interesting service that could be used as a hit and run measurement to accurately track ROI. To see who is really looking at those new microsites. Whether that new services zone is a boon or a bust. How truly broken your support and training zones are and why you need to fix them.

Of course the real issue is the cost and flexibility. As a monthly service with no contracts and a 14 day trial, it looks like something that can be used when it makes business sense. It also gets plenty of 4 plus star ratings from rating gurus like About Analytics.

And at $49 to $200 bucks a month — it’s certainly worth a second look.


Category: FieldNote

Class:  Analytics, Services

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About the Author:

I focus on strategy and trends – and how the Web turns business rules on their heads. My job is to identify the Web-related trends and best practices that will change your world over the next 18 months. Where you need to cut through the clutter of conventional wisdom. How to change the competitive rules of the game. More gory details in my profile -- and unvarnished opinions about the sites we evaluate on Google+