MONTREAL — (Marketwire) — 08/02/11 — iPerceptions Inc. (TSX-V: IPE), a leading provider of web-focused Voice of Customer (VoC) analytics based on actual visitor feedback, today announced that Thomas Cook Netherlands is using iPerceptions- 4Q Suite on its two primary Dutch travel websites — and — to collect qualitative data and drive website improvements. Through the use of 4Q surveys to randomly sample all of its visitors, Thomas Cook has gained a tremendous amount of knowledge about their online experience — including web performance, product information and navigation.
Thomas Cook deployed 4Q Premium, the highest-level plan in the 4Q Suite family, after experimenting with 4Q Free for six months. 4Q Premium offers clients features such as automatic alerts of significant changes in the data, email reports of alerts and open-text comments, and the ability to pull Google Analytics data into the 4Q dashboard for combined analysis.
Thomas Cook noticed that website visitors were not able to find certain seasonal travel content such as destinations and specific accommodations from the homepage. Visitors also validated other research into web performance by suggesting that page load times could be improved. Using not only their own research, but also the voice of their customers, they were able to build a much stronger case to focus optimization improvements in these areas.
“Because our work is very seasonal, we are constantly monitoring feedback in order to meet our visitors- content expectations,” said Matthew Niederberger, Conversion Specialist at Thomas Cook Netherlands. “Thanks to our visitors- insights, we have been able to improve much of the content on the homepage to better meet their needs. We have also increased priority to several web performance improvement projects as we could clearly see that this was a major concern among our visitor base.”
“Thomas Cook is a great example of how a successful pro-active Voice of Customer program can really improve business practices and results,” said Claude Guay, President and CEO of iPerceptions. “Moreover, qualitative data can create a greater sense of empathy with consumers, which can be a crucial element in improving not only the website, but also products and internal processes.”
Thomas Cook Netherlands is one of the largest travel organizations in the Netherlands and includes the operators Neckermann and Vrij Uit as well as retail brand Thomas Cook Travel. Thomas Cook provides more than 1 million holidays annually to Dutch travelers. There are about 750 employees at Thomas Cook Netherlands, with around 450 employees working in the company-s 120 Travel shops.
Thomas Cook Netherlands is part of Thomas Cook Group PLC. The Group has a total turnover of 12 billion euros. Every year more than 19 million people choose Thomas Cook Group PLC as their travel provider. The Thomas Cook Group has over 33,000 employees and a fleet of 97 aircraft. It is the second largest tour operator in Europe and third largest in the world.
4Q Suite is an upgraded version of iPerceptions- original 4Q survey solution, and boasts an array of features all designed to help businesses increase site satisfaction, build engagement and optimize conversion. These features include automatic alerts of significant changes, email reports, Google Analytics integration, global industry benchmarks, word clouds and text categorization features, CRM capabilities such as email collection, ads and coupons on the survey thank-you page, and more. 4Q Suite is simple-to-deploy, low-cost, scalable, and offers website owners actionable insights based on real-time pro-active solicitation of user feedback. For more information, please visit .
iPerceptions is a leading web-focused Voice of Customer analytics provider. Its webValidator Continuous Listening solution, 4Q Suite solution, Web Analytics Solution Profiler (WASP) and proprietary iPerceptions Satisfaction Index (iPSI) turn millions of data points into easy-to-understand strategic and tactical decision support for website marketers. iPerceptions- clients include such well-known brands as InterContinental Hotels, Hyatt, Fairmont, Best Western, Choice Hotels International and Wyndham Worldwide. For more information, please visit .
Barbara Reichert
Reichert Communications, LLC
415-248-0230 x7012
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