Leading eMysteryShopping Tool Offers Further Insight Through Video Streaming

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Digital research expert, eDigitalResearch, is launching an add-on to its popular eMysteryShopper end to end website usability and order fulfilment product which will allow respondents to air their views via online video streaming.

Digital research expert, eDigitalResearch, is launching an add-on to its popular eMysteryShopper end to end website usability and order fulfilment product which will allow respondents to air their views via online video streamingThe online voxpops will provide surveyors with the option of recording a short video of their opinions after visiting a website. Opposed to traditional methods, where people are interviewed on an ad-hoc basis in the street, an online voxpop will allow surveyors to record feedback in the comfort of their own home, increasing the frankness and honesty of the responses. They can also add images of the product delivery and packaging quality.

"By adding online voxpops to our eMysteryShopper product, we are able to offer an added benefit to online retailers wishing to gain informed direction from their online research," comments Derek Eccleston, Head of Research at eDigitalResearch. "With consumers digesting information through a variety of mediums, this tool allows surveyors to communicate their feedback in whatever way they can best articulate their feelings, which is what we are looking for. The system provides even more insight into the performance of a website and post sale customer care and fulfilment, and strengthens the data that our eMysteryShopper tool already provides."

eDigitalResearch also has the capability to use its eMysteryShopper tool to benchmark standards, a unique system that allows progress to be monitored and provides consistent analysis. As eMysteryShopper analyses the whole customer journey, from first impressions and homepage, through to shopping basket, purchase, delivery and supporting communications, it is able to give a full picture of which parts of the journey are working and which aren't. eDigitalResearch even uses the eMysteryShopper tool to drive its renowned e-retail benchmarking study, which has been running for the past ten years.

"The eMysteryShopper tool is an essential part of any online retailer's ongoing strategy development," adds Derek. "Only by obtaining a complete view of the end-to-end process can online researchers truly benefit from the explosion in online shopping. The tool provides businesses with insight into whether the investment made into its website is actually working or not, and if not, why not. Action can then be taken accordingly. Given the current economic climate, it pays for businesses to react quickly to change."

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MICHELLE FULLER
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