MSN.ca Listens, Learns with OpinionLab

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Customer feedback allows Canada’s top portal to collect and act 24/7 to deliver the best possible experience to visitors

OpinionLab Feedback Anytime, Anywhere

OpinionLab, the pioneer and global leader in Voice of Customer (VoC) innovation, today announced that MSN.ca is using OpinionLab to optimize the user experience on Canada’s top portal. Through OpinionLab, MSN.ca enables visitors to share input in their own words on the MSN.ca homepage and throughout the site. The innovative OpinionLab solution interprets this structured and unstructured VoC data to help MSN.ca pinpoint and act on customer experience issues.

For example, site visitors can simply click on the [+] Feedback link at the bottom of the high-traffic home page to open up a comment card that rates page content, design, usability and overall experience. Visitors also have the opportunity to provide feedback in their own words through the open-ended Page Comments box, and they receive a personalized ‘Thank You’ for their contribution.

Through OpinionLab, the MSN.ca team receives automatic alerts for the home page every 15 minutes to immediately surface and act on any issues that impact functionality and the user experience. Channel editors also receive individual alerts customized to their needs and preferences, including a monthly report that delivers context-rich insight about content, formats such as video, and ad units.

OpinionLab also provides valuable intelligence on major initiatives, such as recent homepage design. By listening to site visitors, MSN.ca can pinpoint how site changes impact users – and optimize the experience based on their feedback.

OpinionLab holds more than a dozen patents on major VoC advancements, and serves nearly half of the Fortune 50. The company currently delivers actionable Voice of Customer (VoC) solutions in over 32 languages, collecting structured and unstructured customer feedback in over 150 countries around the globe. As of December 2011, the company collects, interprets, and manages over one million location-specific comments each month on behalf of its clients.

“We have spent more than a decade helping leading brands pinpoint and act on customer-experience issues in real time,” said Rand Nickerson, CEO of OpinionLab. “MSN.ca is a great example of a client who is taking the right approach to feeding actionable intelligence into the right hands across the organization – and delivering on the promise of smart, strategic VoC.”

About OpinionLab
OpinionLab is the pioneer and global leader in Voice of Customer (VoC) feedback innovation, serving a prestigious client list that includes nearly half of Fortune 50 organizations such as Walmart, Bank of America, Ford Motor Company, and many more. With real-time listening solutions for every brand touch point, this pioneering VoC platform invites consumers to share input in their own words, at anytime, from anywhere, helping organizations collect, understand and leverage both structured and unstructured customer data. For over a decade, hundreds of the world’s leading brands have looked to the familiar [+] feedback symbol to better acquire, engage and retain customers through an approach so streamlined it’s groundbreaking: listen always, listen everywhere. The result is actionable customer insight that sparks foundational improvement to companies’ products, people and brands.

For more information, visit http://www.opinionlab.com.

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Libby Cortez
OpinionLab
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