Mark Kupferman's Blog » case studies http://www.kupferman.com Kupferman.com is Mark Kupferman's home on the Internet featuring articles, reviews and comments on a variety of subjects. Sun, 19 Jun 2011 05:42:54 +0000 en hourly 1 http://wordpress.org/?v=3.2.1 Case Study: John Lewis collecting customer feedback with eDigitalResearch http://www.kupferman.com/edigitialresearch-guest-satisfaction-john-lewis.htm http://www.kupferman.com/edigitialresearch-guest-satisfaction-john-lewis.htm#comments Sat, 21 Oct 2006 16:24:41 +0000 Mark Kupferman http://www.kupferman.com/blog/?p=66 Continue reading →]]> eDigitalResearch today released a press release highlighting their relationship with U.K. based department store John Lewis, who is using their system to collect and report on real-time customer satisfaction related issues.

eDigitalResearch’s Satisfaction Suite collects customer purchase information from the John Lewis database and emails surveys out to customers, tying in all the purchase information with customer responses. Monthly reports are produced which can be cross-tabbed and filtered in terms of product groups or particular divisions.

John Lewis’s particular satisfaction solution uses elements of both eDigitalResearch’s eMystery Shopper program and their eCustomerOpinion program. eMysteryShopper specializes in the in-depth and structured studfy of website usablity, functionality, and customer service using a eDigitalResearch’s panel. eCustomerOpinions also provides feedback, but from directly from randomly selected web site visitors.

View the press release at PRWeb.
Learn more about John Lewis.
Learn more about eMystery Shopper.
Learn more about eCustomer Opinions.

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